Service Desk Team Leader (Plc/FTSE250 client)

Reading, UK
11 Oct 2019
26 Oct 2019
Contract Type
Full Time
Service Desk Team Leader (Plc/FTSE250 client)

Location: Reading

Start date: asap - 4 weeks

Role type: Permanent

Salary: £40-42K, up to 10% bonus, 14% pension, private health care, 25 days holiday, share plan etc.

The Client

Our client is an award winning & thriving international Plc organisation based in Reading who require a Service Desk Team Leader to join a busy and forward-thinking IT department to perform key role in assisting internal/external users on BAU and projects.

The Role as Service Desk Team Leader:

The Service Desk Team Leader oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.

Duties include;
  • Maintain high performing service support functions including Service Desk and VIP Support
  • Manage an existing team of 8-10 Service Desk Analysts (1st/2nd Line)
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Desk Team Leader will take ownership of major incidents to ensure the coordination of resolving parties, provide effective communication to stakeholders and carry out post incident analysis and review
  • Monitor, control and support service delivery, both internal and third party provided, ensuring systems, methodologies and procedures are in place and followed
  • Manage the third-party supplier base and ensure SLAs are met and refunds / service credits obtained when targets are not met
  • Champion Service and Support in projects: developing a strong understanding of projects impacting your area; ensuring proper transition to support; and that service impact is minimised and agreed
  • Be accountable for the quality of Service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Provide exemplary leadership, management and motivation of the Service Desk Team

Experience required for the role as Service Desk Team Leader

In addition to excellent communication, collaboration and people management skills, you should possess very good organisational skills, be a pragmatic person and highly focused on delivery.

Experience required;
  • Experience as a Service Desk Team Leader/Manager (5 years minimum)
  • An ITIL Qualification
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent leadership and people management skills
  • Willingness to support and mentor junior staff
  • Proactive, taking ownership and accountability of tasks. Can actively identify service improvements and work with the business to implement.
  • Significant experience of leading, training and developing teams within an operational service delivery or shared services environment.
  • Strong training skills, developing technical knowledge throughout the entire IT Support team.

If you feel like you meet the above criteria for the Service Desk Team Leader, then please apply now!

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