Service Desk Team Lead
The Technology division of Exsurgo is recruiting a Service Desk Team Lead for a global fashion Retailer in the heart of London. This is an opportunity to manage a small team and be the SME for all global infrastructure implementation projects.
The primary function of this Service Desk Team Lead position is to spearhead the delivery of high-level, customer focused support via a small team in London and outsourced managed services. The successful candidate must be ITIL V3 accredited, with excellent knowledge of industry standard support processes.
In this role you will be responsible for the following:
- Leading a small team of technical professionals including, where relevant, third-party staff and suppliers to support, design, implement and maintain technical solutions for the business.
- Working closely with the Head of IT and other Senior Stakeholders, define and deliver appropriate service level strategies, processes and solutions in line with industry best practice via the ITIL framework.
- Customer Service, Incident Management, Service Level Management and Service Desk development
- Supporting and maintaining the overall IT infrastructure across approximately 120 sites including; networking, storage, servers and applications.
In order to be considered for this position you will show demonstrable exposure to the following:
- Proven experience of implementing ITIL and educating colleagues on the processes
- Experience of managing outsourced service providers to ensure SLA's are adhered to and good knowledge transfer exists
- Demonstrable experience of Windows and MAC OS troubleshooting and problem resolution
- Active Directory management and group policy experience
- Office 365 administration
- Windows Server experience (desirable)
- Desktop imaging technologies
- Comprehensive understanding of existing and emerging technologies and related practices.
Outside of the base salary of £38,000, this position provides a 15% bonus & significant package.
Successful candidates will be contacted about this role and similar roles.
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