Service Desk Team Leader

GK Recruitment
17 Feb 2018
02 Mar 2018
Contract Type
Full Time

To lead and transform the 1st Level Service Desk Team internally and external customers. This role is responsible for the Service levels delivered.

Man duties


  • Dynamic, "hands on" role to lead and operate as part of the Business Technology Service Desk team to provide 1st Level high quality support to the internal users and other customers in accordance with agreed SLA's and KPI’s
  • Strong, disciplined and well organised approach to work, able to prioritise, allocate and manage the workload across the team
  • Desire and passion to deliver continuous improvement in service delivery
  • Operate within ITIL service management framework with strong focus on Incident and Problem Management processes.


  • Manage the Service Desk operation and staff to provide 1st level technical support; answering support queries, using remote desktop tools or should the need arise attendance to users place of work
  • Participate on the daily team shift rota and be part of the Out of Hours on call rota
  • Mentor, appraise and develop staff in their roles as Service Desk Analysts
  • Act as the escalation point for unresolved or escalated calls and deal accordingly showing clear ownership
  • Maintain a high degree of customer service for all support queries and ensure the Service Desk team adhere to all IT service management principles
  • Report to senior managers on any issue that could significantly impact the business
  • Report and track the overall performance of the Service Desk Team using KPI and SLA metrics
  • Attend Change Advisory Board meetings
  • Take overall responsibility for incident management and request fulfilment on the Service Desk
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues
  • Ensure all calls are logged in the Service Desk logging system.
  • Respond to enquiries from clients and help them resolve any issues in an appropriate timeframe
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Allocate more complex calls to the relevant 2nd or 3rd line support function and ensure resolution
  • Arrange for external technical support where problems cannot be resolved in house

Knowledge, Skills & Experience required:

  • Highly driven and determined individual with excellent communication skills both written and verbal
  • Strong analytical and problem solving skills
  • Demonstrable and proven ability to work on own initiative with good organisational skills and self-drive
  • Excellent telephone manner and language communication skills
  • Exceptional customer focus skills, with a natural aptitude to consider impact to the customer
  • Excellent Microsoft Desktop Operating systems knowledge
  • Good understanding of Server and Network infrastructures, including telephony systems
  • Familiar with VMWare administration and support
  • Competent on AD administration and Microsoft Exchange support
  • Good standard of education, ideally to degree level and with core focus in IT
  • Significant experience in a Senior or Team Leader IT Service Desk role
  • Proven experience of Desktop support in a customer facing role (internal or external)
  • Demonstrable conflict management and resolution experience
  • Seeks the best outcomes for the business and all customers
  • ITIL Service Delivery qualification is highly appreciated
  • Knowledge of AS400/iSeries support will be a a significant advantage

Key Competencies

  • Drive for results
  • Leading to win
  • Strategic thinking and innovation
  • Excellent Management skills
  • Ability to prioritise workload, consistent with business priorities
  • Building Relationships
  • Interpersonal & influencing skills
  • Judgement and decision making
  • Team Working
  • Achievement Drive
  • Customer Focused
  • Enthusiastic and motivated self starter
  • Problem Solving

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