Service Desk Team Lead

I’m working with a fantastic business, that’s a leader in their field and they’re looking for a Service Desk Team Lead to join their fast-paced IT support team.

If you’ve got a passion for customer service, a passion for tech, and experience leading a team then this is the role for you.

Your day-to-day:

·       Developing/implementing processes and procedures to improve the efficiency and quality of support provided by the service desk team

·       Leading and managing a team of service desk technicians

·       Ensuring that all support tickets are handled in a timely and professional manner

·       Ensuring that the service desk team adheres to all IT policies and procedures and provide regular feedback to management on team performance/customer satisfaction

·       Staff development

·       Resource management

·       Managing operational readiness handover

·       Working closely with architects/infrastructure team to manage new services appropriately

·       Shaping the service operations team

Your skills & experience:

·       Technical knowledge at 2nd/3rd line

·       MOD working practices knowledge

·       Proven analytical skills with the ability to identify trends/problems

·       Incident Management Experience

·       Change Management Experience

·       Excellent written, verbal, and interpersonal skills

·       Fantastic knowledge of ITIL framework practices (implementation in real world scenarios)

·       JIRA

·       Able to manage conflicting demands/prioritising tasks

·       Thriving in a fast-paced environment

·       Able to understand technical concepts quickly

·       Able to obtain security clearance

Does this sound like you? Apply now and I’ll be in touch to discuss the role in further detail.