Service Desk Team Leader

Hunter Goldman Limited
Bournemouth, UK
21 Aug 2019
09 Sep 2019
Contract Type
Full Time
Service Desk Team Leader

Department: Service Desk
Reports To: COO
Working Hours: 40 hours per week
Contract Type: Permanent
Salary: £35,000 - £45,000 (DOE) + excellent benefits
Location: Bournemouth

Job Overview
To ensure that Service Desk incidents and problems are managed efficiently with client satisfaction and maintaining world-class standards at the forefront. Manage both the internal and client facing service to ensure they are working efficiently and effectively. To resolve any service ticket escalations.

Key Responsibilities

• Day to day running of the Service Desk

• Identify, define, manage, monitor and report on the services and service levels required to support and deliver the Service Desk function

• Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored, reported on and communicated to clients

• Coordinate the identification and resolution of service incidents and problems and, where required, escalate to and coordinate resolution with third-party suppliers

• Identify and manage service improvement opportunities

• Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk team

• Identify and manage the Service Desk processes, including request management, incident management and problem management

• Responsible for the operational service relationship with all clients

• Ensure all service management processes are documented, maintained and adhered to

• Form part of the 3rd line engineer team to resolve escalated incidents

• On occasion work with the Professional Services team to deliver projects

• On occasion work outside of normal office hours to ensure service delivery and support on-call engineers

• Maintain the Problem Log and help to expedite the resolution of problems identified

• Contribute to the change management process; in particular, represent the interests of the client when assessing risk and impact. Monitor changes completed and update documentation as required

• Ensure major incident response procedures have been identified, documented and maintained and that Service Desk team have been trained on these procedures.

• Identify and monitor risks, governance and compliance requirements related to the Service Desk environment

• Help to specify and implement appropriate mitigation and/or control measures.

• Ensure compliance with all relevant legislation and regulation with special emphasis on IT Service Management (ISO 20000) and Information Security (ISO 27001)

• Day to day management of the Service Desk team, from 121s, setting objectives, performance management, annual reviews, staff engagement and motivation

• Manage the Service Desk staffing levels and task allocation to ensure adequate cover for operating workloads

• Strive for continuous improvement in everything you do

• To become involved in other tasks/duties as required

Essential Experience, Skills and Qualifications

• IT Related Degree or Equivalent

• Minimum 3 years work with a Service Desk supervisory role

• Minimum 3 years working as a third line engineer in a client facing support role

• Technical requirements

• Microsoft MCSA

• Windows Desktop OS Deployment and Troubleshooting

• Windows Server OS Setup, Administration and Troubleshooting

• Office 365

• Networking

• Firewall Technologies

• Backup Technologies

• Experience with ISO20000/ITIL

• Excellent customer service, organisational, managerial and leadership skills
Desired Experience, Skills and Qualifications

• Microsoft Azure
The role is suitable for someone who:

• Has a strong technical background and experience of running a service team with the aspiration of developing a career in service delivery while maintaining their technical roots.

• Is flexible, approachable, a team player and customer-focused.

Please contact Dennis Danilouk at Hunter Goldman or send CV to or call: 07880 812856/

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