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Service Desk Team Lead

Michael Page Technology
Job LocationLiverpool
EducationNot Mentioned
Salary27,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

This role is ideal someone who is passionate about IT and delivering great customer service and who has broad people management experience to get the best out of this team.Client DetailsMichael Page is delighted to be partnered with a global accountancy company based in Liverpool.DescriptionWhat youll be doing

  • Motivate, monitor and performance manage the team to achieve individual and collective success
  • Coach and Mentor the team and deliver feedback to team members on performance to ensure work is resolved to agreed processes, standards and KPIs
  • 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
  • Deliver assistance on IT related Projects within the wider IT team
  • 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
ProfileKey Skills:
  • Strong People Management Skills
  • 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
  • MFA / 2FA, DUO Experience
  • Experience of VDI Creation and Solution
  • Experience of Incident Management and Problem Trend Analysis
Experience:
  • Experience of Leading / Managing Team for a minimum 3 years
  • Experience of Incident Management Systems (ServiceNow Preferable)
  • ITIL foundation v3.0 or greater
  • MCP, MOS or demonstrable experience
  • IT Related degree or equivalent experience
Job OfferSalary: £27,000 - £35,000

Keyskills :
Service Desk

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