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

Jigsaw Specialist Recruitment Limited
Bournemouth, UK
29 Aug 2019
21 Sep 2019
Contract Type
Full Time
We have an exciting opportunity for a Service Desk Team Leader to 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.

Similar jobs

Similar jobs