IT Service Desk Team Leader
With 17 health and fitness clubs in the North of England and North Wales, Total Fitness offers the best equipped, best value health and fitness centres in the UK. Due to company growth, we are seeking an experienced IT Service Desk Team Leader to join our team in Handforth, Wilmslow. The Service Desk Team Leader will be responsible for managing the Service Desk to ensure that IT services provided to Total Fitness achieve high levels of availability and reliability. To establish a rapport with the customer base, identifying key users and endeavouring to improve the IT and Customer relationship moving forwards. To provide effective measurement and reporting of Service Desk performance. The successful candidate will ensure that all parts of the Service Desk service are operating optimally, that the capacity of the service is under control and that the service meets stated SLA target, providing technical assistance to the IT Support Technicians when required. Role responsibilities of the IT Service Desk Team Leader: Manage the licensing environment to achieve general compliance with the software tools provided. Ensure successful backups for all sites, but highlighting and resolving any errors. Establish operational policies and procedures for the Service Desk. Ensure that the laptop/desktop build service operates to the agreed SLA. Provide comprehensive reporting to the Interim Head of IT on the performance and capacity of Service Desk services. Monitor the different support teams and outsourced provider’s performance in light of incidents / requests and escalate to the Head of IT where performance is adverse. Agree operational levels of service from the various support teams that will enable customer SLA’s to be achieved. Interface to the other teams and outsourced providers to ensure that the they deliver an efficient incident management service to the Service Desk to ensure that all incidents assigned are resolved and closed within the set SLA’s. Mentor, develop and train staff to reach their personal and technical potential. Assist in testing resilience and business continuity plans as directed. Ensure that effective support documentation and processes exist and is maintained or created to enable the Service Desk and IT Support teams to meet their operational objectives. Manage third-party support agreements to ensure compliance with their SLAs. Understand the necessity of formal escalation of problems that lie outside the realms of your authority or responsibility. Ensure that all changes and projects are planned and communicated as appropriate in advance prior to implementation. Adherence to the change control process. Familiar with relevant Health and Safety legislation which applies to direct reports. Qualifications, Skills & experience required for the IT Service Desk Team Leader role: Ideally with 5+ years relevant Service Desk / Service Desk IT experience. Ideally qualified to ITSMF/ITIL foundation standard. Will have had experience of managing a Service Desk and support environment. Will have detailed knowledge of Service Desk processes and Service Desk software. Will be fully conversant with delivering a robust incident management service. Delivery focused, able to work calmly & effectively under pressure to tight deadlines. Able to work effectively on a number of issues at one time and manage constantly changing priorities and commitments Able to plan and manage own time effectively and make decisions on a day to day basis with minimal supervision A self-starter who displays initiative, drive and enthusiasm The Service Desk Team Leader will be a customer focused person with the ability to empathise with customers while having the management ability to run the service along ITIL lines. They will be able to work to very tight deadlines and adaptable enough to be able to change direction at very short notice Here’s what we can do for you in return: Basic salary of £25k to £30k depending on experience 28 days holidays including public/bank holidays Free membership for you and 3 discounted memberships for partners, family members or friends Employee benefits/rewards package & discount on retail and cafe products Workplace pension scheme Childcare voucher scheme If you feel you have the skills & experience we are seeking for the IT Service Desk Team Leader role, please apply by sending your CV following the ‘Apply’ link Additional information: You may be expected to undertake work away from your designated place of work as part of your routine duties, or in support of IT projects. You will be required to provide, on a rota basis, support outside of normal working hours. You may, from time-to-time, be required to stay away from home.