IT Service Desk Team Leader - Coventry - £28,000 - £32,000 per annum

JNC Recruitment Ltd.
£28,000 - £32,000 per annum
10 Nov 2017
16 Nov 2017
Contract Type
Full Time

IT Service Desk Team Leader - Coventry - £28,000 - £32,000 per annum

My client are a global organisation and they are in need of a Service Desk Team Leader to assist with the management and development of their busy in-house IT Service Desk. The post holder will be required to manage a small team of Service Desk Analysts as well as ensuring that all incidents and requests are properly logged and progressed in line with strict SLAs.

The UK Service Desk supports over 5000 internal business users. We are therefore looking for candidates who have experience working within busy helpdesk environments and are used to the demands involved. The ideal candidate will be ITIL certified and have around 18 - 24 months experience of managing a technical Service Desk Team.

My client offer an excellent environment to develop and learn new skills, they also actively look to promote from within where ever possible.

Key Responsibilities:

  • Management of UK Service Desk Queue
  • Ensure all incidents are properly assigned, logged and handled/escalated
  • Ensure Service Desk team is adhering to strict KPI's and SLA's
  • Management of VIP requests/incidents
  • Implement actions to improve First Time Fix rate
  • Mentor team - including performance reviews, training and 1-1s.
  • Completion of regular reports (daily, weekly and monthly) for Global Service Desk Manager
  • Identify possible improvements to the UK Service Desk
  • Assist on the Service Desk during busy periods

Key Skills Required:

  • ITIL Certified
  • 18 - 24 months experience of Service Desk Management/Team Leadership
  • Proficient with Windows operating systems, Servers and computers
  • MS Office Suite (Word, Excel, Visio, Powerpoint)
  • Ability to coach and mentor junior members of staff
  • Experience of escalating major incidents
  • Positive, can do attitude with strong teambuilding and collaboration skills

In line with the Conduct Regulations 2003, when advertising permanent vacancies JNC Recruitment are acting as an Employment Agency, and when advertising temporary/contract vacancies JNC Recruitment are acting as an Employment Business.

This job was originally posted as