Service Desk Team Lead

£30000 - £35000/annum benefits
15 Jun 2017
15 Jul 2017
Contract Type
Full Time
Service Desk Team Lead

Aap3 are looking for highly motivated and talented Service Desk Team Leader to join our exciting and progressive company, and put their talents to use in delivering outstanding service to our customers and partners. You will have a proven track record of working in an IT oriented customer support role, and will be responsible for listening and responding to our customers' needs and concerns.

Whilst this is also a hands on role - performing individual contributor activities - you will assume the leadership to oversee the day to day running of the Service Desk, its management responsibilities and more specifically crafting and evolving the S.O.C's (Service Operation Centre) function to ensure excellent service to its end customers.


* Ensure the defined Service Level agreements are met and the availability of IT systems are optimised.
* Assign the appropriate incidents to the adequate relevant support groups.
* Pro-actively identify, escalate and monitor any requests that are in danger of falling outside of SLA.
* Provide clear and concise, verbal and written communications notes and keep all stakeholders up-to-date with the problem resolution.
* Produce and update technical, procedural and user oriented documentation and provide training to the team
* Provide regular internal data performance reports for the Service Operations Director.
* Carry out regular quality checks on team's request handling and telephone manner.
* Be the technical escalation contact for Service Desk team
* Ensure all shifts are sufficiently covered by the team and shift rotas & holiday calendars are updated where applicable.
* Manage the daily task lists and handover for the 24/7 shift to make sure tasks are completed sufficiently (24/7 NOC team).
* Keep the stock and the configuration items information up to date; and to maintain a clear up-to-date record of all assets in the assets database.
* Prepare user related hardware for installation and decommissioning.

Management & supervisory expectations

* Build good working relationships and rapport with the client and the European and Global IT Support teams.
* 1st point of contact for customer escalation requests.
* Assist the S.O.C (Service Operations Centre) Manager, with any service related queries
* Work with IT Project Managers on a technical level, to ensure new services, products or customers are filtered down to the Service Desk.
* Line management responsibilities for the service desk sub-team to include regular 1-2-1's, performance reviews, training plans, mentoring, cover for leave, motivation, team meetings.
* Monitor resource levels and feedback to Service Operations Director when extra re-source is required.

Knowledge, skills and experience:

* Minimum 3 years proven Service Desk experience
* Outstanding problem solving and troubleshooting skills.
* Excellent telephone and communication skills.
* Excellent knowledge of English language.
* Attention to detail
* Experience working within an ITIL environment and adhering to strict SLA's
* Knowledge and experience with case management tools such as Remedy or MAXIMO
* Good documentation skills
* Familiar with a wide range of IT equipment i.e. Microsoft Windows, IP, workstations, servers, network equipment, video, and fax and printer equipment.
* Sound experience in AD, Exchange, server, storage systems and networking terms and equipment such as Cisco LAN & WAN, router, hub and switch.
* Able to use basic laboratory skills to setup and troubleshoot problems.

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