Service Desk Team Leader

Recruiter
Capita Resourcing
Location
Reading
Posted
13 Apr 2018
Closes
20 Apr 2018
Contract Type
Permanent
Hours
Full Time
Capita IT Resourcing are working with a leading Managed Service Provider in their search for a Service Desk Team Leader to join them on a permanent basis. The successful candidate will be responsible for a team of more than 20 1st, 2nd and 3rd line Analysts. You will be client-facing and will need excellent interpersonal and team management skills.

Key responsibilities will include:
- Queue management and appropriately logging all incidents and requests within the ticketing system
- Manage and set appropriate expectations of customers.
- Document customer specific procedures and ensure adequate knowledge transfer occurs with the team on a regular basis
- Review team performance and quality control results with the team
- Define and agree upon professional development goals with performance being tracked and measured regularly against a personal plan
- Identify opportunities for growth and enhancement for team members (stretch assignments, projects and relevant training courses)
- Incorporate regular and timely performance feedback and coaching
- Regularly meet with team leaders and manager to review metrics, obtain feedback and identify opportunities for improvement
- Carry out additional ad hoc duties as required
- Comply with health and safety, quality, security and environment policies, legislation and standards.
- Induction and training for new starters as required

Key skills and experience:
- 1-2 years’ experience on an MSP service desk
- ITIL – must understand principles
- Proven track record managing teams
- Working with customers of circa 50+ users
- Document writing – processes etc.
- Able to demonstrate ability for continuous improvement
- Exceeding customers’ expectations
- Microsoft Windows 7 and above troubleshooting (desirable)
- Microsoft Active Directory user management (desirable)
- Microsoft Exchange administration (desirable)
- Basic knowledge LAN, WAN, VLAN (desirable)
- Virtualisation (VMWare, Hyper-V)
- Microsoft Office 365 knowledge/understanding (desirable)
- Backup administration and troubleshooting (desirable)

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy

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