IT Service Desk Team Leader

Gamma Telecom
Trafford Park
01 Feb 2018
18 Feb 2018
Contract Type
Full Time
IT Service Desk Team Leader

Location: Manchester, Lancashire
Salary: Competitive, DOE
Contract: Full time, Permanent

Role Purpose:
The role of IT Service Desk Team leader is to look after the day-to-day management of the service desk. Working with the IT Service Manager to ensure smooth transition of new service and support to the business of all existing IT Services as defined by the IT Service Catalogue.

To provide management and technical expertise to the IT Service Desk function. To provide support to Users and escalate to Managers where necessary.

The role is responsible for managing the performance of the Service Desk team, 1st and 2nd line on a daily basis ensuring business requirements are met including any KPI’s or SLA’s.

Main Duties/Key Responsibilities:
• Responsible for ensuring the smooth day to day running of the IT Service Desk
• Responsible for ensuring IT Service Desk staff coverage
• Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets
• To assist in the promotion of best practice within the IT Service Desk team
• To provide technical support and escalation from service desk on technical issues
• The 1st escalation point for any issues within the IT Service Desk team
• Coordinate the service desk team members in their daily duties of attending to customers and facilitate good customer service culture in team members
• Delegate specific service desk responsibilities to team members to promote knowledge transfer
• Mentor Service Desk team and facilitate training and development
• Advise IT Service Manager of ways to improve or enhance services as part of continued service improvement
• Monitor and progress Service Desk tickets to ensure SLA levels are met
• Work as an active member of IT Service desk to resolve tickets when required
• Monitoring performance and carrying out regular reviews to ensure that staff are properly trained and fully aware of Service Desk responsibilities
• Ensuring adherence to IT Incident Process and IT Requests Process and any other Service Desk related processes
• Producing and maintaining the skills/training matrix for the IT Service Desk to identify skill gaps
• Produce Key reporting as and when required for IT Management
• Ensuring the adherence of professionalism and expansion of all activities done at the service desk
• Reviewing and producing process and procedure documentation in line with ITIL Life Cycle process management for Incident and Request fulfilment
• Closely monitor both and open and closed tickets to get accurate figures of performance metrics
• Spot trends in incidents and introduce proactive measures to reduce ticket volume
• Escalating issues to external 3rd party suppliers
• Maintaining the process for asset management and ensuring it’s adherence within IT Service Desk
• Responsible for the day to day maintenance and development of the Service Desk tool with regards to incidents and requests and asset management
• To assist and participate in IT and other department projects where requested
• To manage small projects as requested

Key Partnerships/Contacts:
• IT Service Manager – work closely to maintain the vision and direction of the IT Service Desk and to ensure expected service levels are being met
• Engineering team – to escalate major issues, as a point of reference for training and mentoring the IT Service desk team, to complete project work or tasks as managed by the engineering team, to ensure smooth transition of new products into the live supported environment
• Head of IT – Producing required metrics and reporting as and when required, escalating issues when IT Service Manager is unavailable, project work assignments
• 3rd Party suppliers such as Capita, to escalate issues in line with service agreements

Experience and Qualifications/Accreditations
Previous experience as a technical lead or senior technician
Previous experience in a IT Service Desk or similar environment
Technical skills in Microsoft Products including Office, Active Directory and Exchange, Windows 7 onwards, networking and connectivity
Good working knowledge of maintaining current IT Hardware, laptops, desktops and peripherals
ITIL Foundation V3
Telecoms industry experience
Previous team leader or management experience in a IT Service Desk
Microsoft Certification
Experience of virtual hosted environments, Hyper-V etc

Skills & Abilities
Strong Customer Service Focus / Empathy
Able to lead by example
Wide vocabulary (lots of technical terms)
Excellent troubleshooting skills – Identify root causes
Ability to deal with customers on all levels
Ability to work on own initiative
Good attention to detail - accurate
Ability to influence key decision makers
Advanced Excel knowledge
Reporting and data analysis skills
Experience with disciplinary processes

Work-related Personal Qualities:
Excellent listening skills
Able to manage conflict
Accountable and responsible
Adaptive to Change
Responsive to customers and colleagues
Supports business objectives
Excellent rapport building skills
Literate and numerate
Accept Criticism & Encourage Ideas & Input
Good attention to detail
Able to provide constructive feedback
Lateral thinking / Adaptability (unique problem solving)

Good work ethic and attitude
Excellent timekeeping and reliability
Positive outlook
Drives excellence

Based in Manchester office
Flexible – able to fit in with business needs and work shifts or out of core business hours when required
Frequent travel to other offices where SD Team are based
Car drive with current valid licence and access to own car for occasional business use (Mileage reimbursed)

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