Service Desk Team Leader

Job Description

Service Desk Team LeaderLocation: Warrington - Hybrid workingCore Purpose of My RoleThe Service Desk Team Lead is a pivotal role, working closely with our clients and key internal stakeholders, ensuring outstanding service is provided to resolve customer IT and technical issues quickly and efficiently, providing the best possible user/customerexperience.The role is responsible for providing leadership and technical expertise to the IT Service Desk function and escalation of issues when required.Responsibilities:* Manage the ICT help desk 1st/2nd line technicians* Responsible for delivering an ITIL compliant IT Service Desk / Service delivery capability (incident management, change management, problem management, CMDB production and maintenance)* First point of support for IT Service Desk staff. * Initial escalation point for all user requests.* Carries out fault finding and problem solving on software and hardware issues and passes more complex faults and requests to the Technology Service Manager or other relevant resource.* Represents the department where required.* Responsible for following established IT processes and supporting new ones.* Ensuring licensing for all software purchased is recorded and maintained* Providing assistance and support to colleagues in IT-related matters* Ensuring that a high level of customer service and support is provided to all internal and external customers.Skills and experience required:* Experience of working in a busy IT department, taking ownership of issues and seeing through to resolution* Leadership experience, preferably within a first / second line IT department* Reviewing tickets and identifying priorities* Having a Service Management and Customer Service first mentality* Working within an ITIL compliant environment and awareness of Incident Management principles* Troubleshooting skills and technical experience to lead and guide Service Desk Analysts* Windows 10/11, Office 365, Microsoft AzureAD experience, SAP, Microsoft Exchange, On Prem AD, experience of supporting bespoke applications* Hardware and connectivity troubleshooting* Awareness of business led priorities and ability to reprioritise accordingly * Managing P1 / Major Incidents, stakeholder engagement and provision of timely updates* Production of reports to detail SD performance * Matrix management of staff in other teamsAbout the client:Our client is one of Europes leading providers of Integrated Supply Solutions to manufacturing industries for the provision of MRO (indirect) products. Their portfolio consists of Procurement Services, Transactional Processing, Stores Management and InventoryOptimisation enabled by industry leading digital platforms. They deliver world class results to world class companies in industries such as Pharmaceuticals, Foods, Beverage, Automotive and Aerospace.Having more than tripled in size over the last six years growing their client spend from £80m to £300m.In May 2018, our client agreed to be acquired by a global omni-channel solutions partner for industrial customers and suppliers. The acquisition enabled the global organisation to enhance and accelerate the groups value-added services offering, giving itadditional capabilities to service corporate customers who choose to outsource their MRO and indirect purchases and inventory management.At the heart of the culture their people are passionate about making a difference every day. They are committed to delivering world-class service to their clients to support the ambitious growth plans. Resp

Keyskills :
managerIT Support1st line2nd lineteam leaderService desk3rd line analyst