Service Team Lead
Service Desk Team Leader - Edinburgh Head Resourcing are working in partnership with a Global Financial Services company based in Edinburgh. Our client is actively recruiting for an experienced Service Desk Team leader to lead the 1st/2nd line team in the delivery of support across Microsoft Environments and peripherals, an ITIL aligned environment. This includes supporting the management of daily activities for Service Desk staff and reporting incident and call metrics as required. Deliver continuous improvement through incident work flow analysis and trend reviews. Highlight and prioritise Major Incidents that are identified via the Service Desk and where appropriate to the Service Desk remove the root causes to improve the internal client experience and IT Services. Essential experience for the position of Service Desk Team Leader / Service Desk Team Lead: Extensive experience in IT industry with expertise in the following areas: *Establish and enhance global monitoring and escalation processes. *Drive Continual Service Improvements. *Produce and contribute to management reports. *Liaise with Team Leaders to ensure ongoing work is managed. *Shift administration. *Ensure team goals and KPIs are set and met. Solid Understanding of Microsoft environments *Ability to troubleshoot hardware/software/network issues. *Ability to perform software and hardware installations. *ITIL foundation (highly desirable) Excellent salary, benefits and career development on offer - For more information please get in touch.