Service Desk Team Leader

Recruiter
Hunter Goldman
Location
Bournemouth, UK
Salary
Competitive
Posted
22 Aug 2019
Closes
03 Sep 2019
Ref
1227590400
Contract Type
Permanent
Hours
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 (url removed) or call: 07880 (phone number removed)/(phone number removed)

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