IT Service Team Leader
IT Service Team Leader, £40,000 - £42,000, Basingstoke
We are currently recruiting for an IT Service Team Leader to join our clients progressive and growing team based in Basingstoke. The IT Service Team Leader will oversee the configuration, implementation and all change requests of ServiceNow' ITSM Solution to include Portals and various Service Management modules. The IT Service Team Leader will be reporting to the Tooling Manager and will be tasked with overseeing the activities of the off-shore Tooling Support Engineer team. The IT Service Team Leader will be required to lead the team while prioritising workload, developing their inter-personal and communications skills; IT Service Team Leader will be responsible for managing resource between BAU and major projects.
An ITIL foundation qualification and a solid understanding of ServiceNow are essential for the IT Service Team Leader
Key Accountabilities for IT Service Team Leader
People Management of the Tool Support Engineers to ensure high performance, efficiency and customer service excellence at point of contact
- Act as an escalation point within the Tooling team, both for engineers and end users.
- Monitor the inflow of tooling incidents (via ServiceNow reporting) and change activity/requests
- Capture & review business requirements from both feedback during BAU operation and from building key stakeholder relationships to ensure the performance of the IT tools continue to meet requirements
- Modelling of potential growth capacity of components / systems, and impact on performance
- Assessing opportunity for optimising or consolidating current tool set
- Working with other IT teams and vendors to help identify the solution enhancement and development
- Promote a proactive service culture to staff both within the tooling team and to other resolver groups within IT
This is a fantastic opportunity for anyone looking to take a positive step in their career and join an excellent company. This role is likely to be filled quickly so please, if interested, apply using the below link.
ServiceNow // Senior ServiceNow Engineer // NOC Analyst // monitoring tools // Support // Team Leader // Management // DynaTrace // Jira // IT Service Team Leader