Senior Service Desk / 1st Line Team Leader

Reed Technology
£24k - £27k pa
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Senior Service Desk / 1st Line Team Leader required for an established company with offices in Twickenham. You will have experience in team leading OR have the desire to work in a more senior capacity (No team leader skills are necessary) You will lead a small team whose goal is to provide 1st line support to over 1000 internal users. Key Responsibilities & Accountabilities - Managing the day to day running of the 1st line team - Supervising the team across two main locations (Both in Twickenham) - Weekly teams meetings to review incidents and act as escalation point - Developing and improving career development, goal setting and guidance supported by appraisal and regular performance reviews - Incident and request resolution to agreed service levels at six UK sites and for colleagues working remotely - Providing a service that supports and is in line with business needs - Effectively prioritising work in a busy environment - Following Operations ITIL based processes including Incident, Problem and Change - Escalation to colleagues in Technology for 2nd & 3rd line support - Escalation to service partners -- 3rd party suppliers -- to ensure speedy incident resolution - Add and update technical support documents Skills required: - Technical background with good knowledge of technology including both PC support and Macs (50-50) - A genuine desire to manage a small IT team - ITIL knowledge is desirable but not essential - Experience working in a support environment. - Able to judge when things need to be escalated - A self-starter with the ability to self-manage workload, targets and priorities - A high degree of personal initiative with the drive, resilience and ability to meet challenging goals - Able to multi-task across several concurrent projects and activities If this role would be of interest to you, please apply with your most up-to-date CV and I will give you a call to discuss the role in more detail. Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided.
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