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| Job Location | Liverpool |
| Education | Not Mentioned |
| Salary | 28,000 - 34,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Service Desk Team Leader£28-£34KLiverpool/RemoteAn IT Service Desk Team Leader is required for our client to provide support across all the clients UK offices. Support is provided for a variety of software and hardware systems used within the organisation, involving all aspects of customer led serviceand support. The role includes telephony, remote and desk side support.The role 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.Accountabilities-* 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* Deliver and monitor Quality Assurance* 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* 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* 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.Experience-* 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* Experience of Incident Management and Problem Trend Analysis Essential* Experience of Quality Assurance Frameworks Essential* Prince2 Certified Desirable* CompTIA N+ / A+ Certified Desirable
Keyskills :
itilservice desk team leader