IT Service Desk Team Leader

Robert Half
11 Jan 2018
16 Feb 2018
Contract Type
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.