Service Desk Team Leader - Bournemouth - £35-£45k

Recruiter
Jigsaw Specialist Recruitment Limited
Location
Bournemouth, UK
Salary
Competitive
Posted
16 Jun 2019
Closes
27 Jun 2019
Ref
1166796165
Contract Type
Permanent
Hours
Full Time
We have an exciting opportunity for a Service Desk Team Leaderto join our reputable and established client based in Bournemouth.

In this role, you will manage both internal and client-facing services to ensure that incidents are managed efficiently and effectively, maintaining service standards to a high level. A strong team player, with experience of leading a service team, you will be customer-focused with a strong technical background and keen to develop your career in service delivery.
Responsibilities will include:
  • Identifying, managing and reporting on services and service levels to support and deliver the Service Desk function.
  • Day to day management of the Service Desk team (including 121s, performance management, annual reviews and staff engagement).
  • Ensuring relevant Service Level Agreements (SLAs) are in place.
  • Coordinating the identification and resolution of service incidents and problems, escalating and coordinating resolutions as required.
  • Ensuring continuous service improvement is embedded in the culture and working practices of the Service Desk.
  • Ensuring compliance with all relevant legislation and regulation, eg IT Service Management (ISO 20000) and Information Security (ISO 27001).
  • Managing Service Desk staffing levels and task allocation to ensure adequate cover for operating workloads.
  • Identifying and monitoring risks, governance and compliance requirements.

Skills and experience required:
  • IT related degree or equivalent.
  • Ideally at least 3 years' experience of working as a service desk supervisor.
  • Experience in a third line engineer/customer facing support role.
  • Excellent organisational skills.
  • Management and leadership ability.
  • Experience with ISO20000/ITIL.
  • Technical ability in Microsoft MCSA, Windows Desktop OS, Windows Service OS, Office 365, Networking, Firewall and Backup technologies.
  • Microsoft Azure experience is desirable.

In return you will be rewarded with a competitive salary and many other excellent benefits.

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