IT Service Desk Team Leader

Job Description

Role: IT Service Desk Team LeaderLocation: Hybrid / London - 3-days in the office - 2 from HomeRemuneration: £45-50,000 + comprehensive benefits package - 12.5% bonus, season ticket loan, Cycle to work scheme, 8% matched pension contribution plus buy/sell holiday (up to 2-weeks)Key areas: Service Desk Team Leader, Property Manager, Team Leader, IT Manager, Service Delivery, Service Management, Problem Management, Change Management, IT Service Desk, Internal Support, ITIL, Yardi, StarRez, MS, Office Application Support, O365Chapman Tate Associates seeks a Senior Service Desk Manager to join this market leading and internationally based E&M (Estates and Management) outfit.My client are a reputable outfit with over 70 sites across 25 cities backed by some major real estate investment firms. Our client is an enterprise based outfit with some big plans to expand.My client are seek an IT Service Desk Team Leader to join their Business Systems team. This is a new role which has been created to support the continued business growth. Reporting into their Head of Business Systems/Project Delivery.The IT Service Desk Team Leader will be hands on in their responsibility to ensure that all incidents and service requests are being processed efficiently and inline with the business SLAs. This role will provide an escalation point for Service Desk andoversee the day-to-day effectiveness of service provisions in line with targets set. Our Team Leader will need to have the ability to develop working relationships with colleagues beyond IT services and deliver a consistent high-quality service.Key responsibilities will include:

• Lead and manage the Service Desks day-to-day operations.
• Plan and distribute workloads appropriately to ensure that business needs and deadlines are met.
• Take ownership and manage the businesses ITSM system.
• Ensure Service Level Agreements and Key Performance Indicators are being maintained and adhered to.
• Report on SLA attainment, breaches or incident trends to the IT Infrastructure and Services Manager.
• Manage the IT Orders operations, processes, and staff; shipping and collecting IT assets to personnel and services throughout the UK.
• Plan Service Desk shifts to cover the daily operation.
• Provide a point of contact for escalations from the Service Desk.
• Ensure on-going escalations are handled in a timely manner, avoiding disruption, and minimising business impact.
• Drive innovation and exploration of new ways to constantly improve ServiceDesk delivery.
• Support and mentor the Service Desk Analysts team.
• Participate in the development and execution of departments Continuous Improvement plans.
• Participate and encourage the sharing of good practice, processes, and successes with other business areas.
• Provide clear, concise, and relevant communication to ensure clarity of objectives and outputs.
• Occasionally you may be required to visit sites to resolve incidents and issues.
• Create and maintain documentation of IT services and operation.

If you fit the description and would like to be part of a fast and expanding organisation that develop their people, please get your CV in for consideration and apply online now.

Keyskills :
ITILTeam LeaderService Desk ManagementProblem ManagementYardi