IT Service Desk Team Leader

Job Description

IT Service Desk Team Leader - Liverpool (remote considered) - £28,500 - 37,000 + benefitsLeading professional services company is actively recruiting for an experienced IT Service Desk Team Leader to provide support across all UK offices. Support is provided for a variety of software and hardware systems used within the firm, involving all aspectsof customer led service and support. The role includes telephony, remote and desk side support.The successful IT Service Desk Team Leader will be responsible for

• day to day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements.
• Motivate, monitor and performance manage the team to achieve individual and collective success
• Monitor, report and analyse Team Performance and feedback results to SDM
• Conduct and document regular one to ones within the team
• Ensure Resourcing, ROTA and Duties are aligned to agreed capacity modelling and optimal performance and agreed SLAs
• Conflict management and resolution within the team
• Incident Management: Workflow coordination for the IT Service Desk
• Create and enact Process Flows to agreed standards
• Act as first point of escalation for the team and customer base
• Deliver and monitor Quality Assurance to ensure standards are implemented and adhered to within agreed frameworks
• Embed a continuous improvement ethic through effective monitoring and route cause analysis of errors and omissions to actively seek out Service Improvements
• Assist on strategic decisions within the IT Service Desk department
• Attend all relevant meetings and provide regular communication to the team
• Provide reporting analysis on daily and weekly basis for all work streams
• Assist in the recruitment of relevant resource to ensure delivery of Service to agreed standards.
• Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings, discussions and sharing knowledge through appropriate documented processes
• Provide administrative support in line with service level agreements to ensure delivery of IT service to all KPIs and Service Level Agreements including but not limited to staff inductions, appraisals, shift patterns, timesheets, holiday and illness.
• Continually review and create knowledgebase articles in line with agreed processes, services and service transitions
• Build and maintain relationships with key stakeholders
• Focus on client service excellence

The successful Service Desk Team Leader will need to have:

• Experience of Leading / Managing Team for a minimum 3 years Essential
• Experience of Incident Management Systems (ServiceNow Preferable) Essential
• ITIL foundation v3.0 or greater Essential
• MCP, MOS or demonstrable experience Essential
• IT Related degree or equivalent experience Essential
• Extensive knowledge of the operational and support aspects of computer and cloud based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MSTeams,SharePoint, Secure Email / Mimecast, Sophos, Remote Access Tools Essential
• MFA / 2FA, DUO Experience Essential
• Experience of VDI Creation and Solution Essential
• Experience of Incident Management and Problem Trend Analysis Essential
• Experience of Quality Assurance Frameworks Essential
• Experience of Reporting and Data Analysis tools Essential
• Agile Methodology Certified Desirable
• Prince2 Certified Desirable
• CompTIA N+ / A+ Certified Desirable
• Microsoft Server / Azure / 365 Fundamentals Certified Desirable
• Lenovo Laptop Hardware Experience Desirable

Nice to haves:

• Agile Methodology Certified
• Prince2 Certified
• CompTIA N+ / A+ Certified
• Microsoft Server / Azure / 365 Fundamentals Certified
• Lenovo Laptop Hardware Experience

Keyskills :
ITILService DeskTeam Performanceteam leader