Service Desk Team Lead / Manager - AD/Exchange/O365, Management,
Service Desk Team Lead / Manager - AD/Exchange/O365, Management, London c.36k
Service Desk Team Lead / Senior Service Desk Analyst / Service Desk Manager / Helpdesk Analyst - Active Directory/Group Policy, MS Exchange, Office 365, Team Leadership/Management, Analytics, Project Delivery. Permanent, London, c.£35k +Benefits
Global professional services corporation seeks a Service Desk Team Lead to act as the managerial and leadership focus for a team of Service Desk Analysts supporting a user base of 1500+ users in the UK. You will be the point of contact for operational staff issues, liaison with senior management throughout the business and provide analytics and reports relating to Service Desk activity levels on a regular basis.
From a hands-on perspective the Service Desk Team Lead will be responsible for responding to escalated 1st & 2nd line support issues such as user access to enterprise applications and/or server and network infrastructure, 2nd line analysis of support tickets (ServiceNow) in the queue and manage the escalation of issues to desktop support teams, infrastructure teams and application support analysts. You will liaise with the users (of all levels of seniority) to keep them informed of the status of support issues raised to the service desk.
You will work with Active Directory / Group Policy, MS Exchange and Office 365 to resolve issues on a daily basis whilst liaising with middle and senior management, other IT teams such as application support, network engineers and desktop support analysts. Manage tickets in a queue which have been logged via the self-service portal or by telephone call. You will resolve technical issues where possible, assist more junior service desk analysts to resolve problems and critically lead the team managing the rotas, cover and operational aspects of the team, reporting to the IT Manager. You will be responsible for liaison with management in IT and elsewhere in the business and will provide analytical insight to service levels and performance management requests.
We are searching for a Service Desk Analyst (with leadership experience) / Service Desk Manager (who remains hands-on) with previous experience of working in a similar Service Desk / Helpdesk support capacity for a large, multi-national organisation with at least 500+ users. You will be capable of leading and managing small teams of IT service desk analysts, conducting SLA/performance management reporting along with senior management reporting activities.
You will be able to resolve IT support issues around Win7/Win10 and Mac OS/X operating systems as well as basic networking configurations LAN/WAN/Wireless Connections, WDS, WSUS, McAffee Anti-Virus and EPO products. You will be comfortable working with Active Directory able to create, amend and troubleshoot issues with user accounts as well as create and manage email accounts in MS Exchange and Office 365. An ITIL foundation certification would be highly beneficial; excellent communication skills pre-requisite.
City of London location with a stable, global corporation with excellent career and personal development prospects.