Job Reference: BBBH32651
Job Duration:
Start date: ASAP
Description:
My Client are currently recruiting for a Service Desk Team Leader to join their successful Service Desk Team.
The salary for this role is between £25,000-£30,000
Based in Leeds, this is an exciting opportunity for an experienced Team Leader, who prides themselves in being able to motivate their Service Desk Staff.
Job Description
Job Title: Service Desk Team Leader
Reports To: Service Delivery Manager
Role:
The purpose of the Service Desk Team Leader role is to develop, lead, andmotivate a team of dedicated on-site Service Desk and Technical Support professionals to deliver high quality end user supportwith outstanding customer service.
* 6 + Service Desk Analysts
* The role will work with multiple internal and external teams and companies/suppliers
* Support the Service Desk Manager in day to day BAU activities
* Support the estate as a singlepoint of contact
Key Result Areas:
* Lead and motivate the Service Desk team to ensure a high level of service
* Define and document the Service Desk Rota system
* Implement, document and review procedures and processes
* Promote, championand drive the use of ITIL best practices
* Create and Develop a rolling training plan to increase first line resolution
* Closely work with Incident & Problem Management functions
* Production and distribution of reports to internal departments and customers
* Contribute to the design, development and maintenance of the service desk
* Establish service relationships to facilitate effective customer communication.
* Develop effective working relationships with client and 3rd party personnel.* Oversee the 'on-boarding' of new services provided as part of the continuous improvement of services provided.
Knowledge, Skills and Experience Required
* Experience of supervising an IT services service desk
* Experience in both technical and leadership roles in a service desk environment
* Experience supporting desktop, telephony, software, networks.
* Exceptional motivational skills, with experience of motivating support teams
* Must be capable of working unsupervised to agreed timescales
* Excellent communication skills - both verbal and written
* Excellent interpersonal skills
* Excellent people management skills
* Ability to develop good relationships with customers
* Good analytical skills and an ability to define the nature of customer requirements
* Attend meetings with various levels of management seniority
* Ability to organize and prioritize work in an effective manner
* Ability to work under pressure
* Methodical and disciplined approach to work
* In depthknowledge of Service level agreements or arrangement(s)
* General knowledge of IT infrastructure environment(s)
* General knowledge of Third-party support agreement(s)
Communications and Working Relationships
* With all support teams to ensureeffective Service Delivery
* With support teams to ensure effective Service Delivery
* Build a good Client network, with various touch-points across in the business
* To liaise with relevant Service Groups within customer IT
If you are interested in this role, or know someone who may be, please apply with your most up to date CV.
My client are looking to movevery quickly on this, so please do not hesitate
Industry: IT
Salary: £25000 - £28000 per annum + Benefits
Salary Benefits: Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -