IT Service Desk Team Leader

Recruiter
Robert Half
Location
Bracknell
Posted
11 Jan 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
Full Time

IT Service Desk Team Leader

Working for an international software provider , based from head offices in Reading.

The IT Production Service Desk acts as a 24*7 Single Point of Contact for all internal users in handling day-to-day incidents, requests and providing an interface for other ITSM processes under the ITIL framework.

Key Responsibilities

  • Responsible for assuring users are provided efficient and timely first level support on a 24*7 basis
  • Support the Service Desk Manager in employee development through training, coaching and performance management
  • Support the IT Service Manager in driving continuous improvement into the Service Desk processes
  • Ability to analyse data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
  • Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness
  • Ability to work and lead a team within an operationally intensive environment
  • Provide cover to the Service Desk Manager when required in picking up the Service Management responsibilities
  • Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
  • React to monitoring tickets received by the Level-2 and Level-3, ensuring the Service Desk Technicians are aware and able to engage users when they either contact the Service Desk, or the Service Desk issue a broadcast statement for incidents deemed as critical
  • Overall ownership and accountability of Incident tickets throughout its life cycle

Qualifications & Experience

  • ITIL Foundation Certificate - Advantage
  • Technical certifications considered a plus
  • 3 to 5 years of experience as a Service Desk Technician
  • 1-3 years of managing a service desk team
  • Demonstrated leadership - Ability to motivate, manage and mentor a team of professionals
  • Able to demonstrate strong leadership and product knowledge and offering
  • Excellent decision making skills
  • Excellent analytical and problem solving ability
  • Excellent oral/written/listening communication skills focusing on presenting technical concepts in clear business terms
  • Technically proficient with proprietary software/hardware and any supported 3rd party applications
  • Ability to understand and translate the strategic direction into tactical execution points for the team

In return you will be offered a salary of £35,000 + 5% bonus and other corporate benefits including pension.

For more information please apply or contact Nick House at Robert Half Technology.