IT Service Desk Team Leader - Not to be missed

Recruiter
Human Capital Ventures
Location
Oldbrook, UK
Salary
Competitive
Posted
18 Oct 2019
Closes
23 Oct 2019
Ref
1299621464
Contract Type
Permanent
Hours
Full Time
Our client is a Global Organisation which is continuing to see growth through merger and acquisition, has over 88,000 employees worldwide, annual revenues in excess of £15 billion, features highly in the Fortune 500 listing with presence in over 130 countries. An exciting opportunity has arisen within their IT Operation Centre located in the heart of Milton Keynes for an IT Service Desk Team Leader to manage their Award-Winning IT Service Desk function consisting of over 25 analysts. The desk is operational from - Monday through Friday with Analyst acting as first point of escalation for users throughout the Europe, Middle East and Africa region. As the IT Service Desk Team Leader, you will be responsible for: Ensure that team and individual tasks/objectives are completed within a timely, consistent and responsive manner. Daily team management of up to 25 analysts; hosting regular performance and mentoring sessions, setting and reviewing targets for each analyst. Oversee and participate in the recruitment, selection and employment process for new analysts into the desk. Produce, monitor and present regular reporting on team performance; contractual service levels and key performance indicators. Work within a clearly defined and rigid ITIL Framework Ensure IT Services are delivered against defined Service Level Agreements (SLA's) Verify the quality, accuracy and timelines of responses and actions taken by analysts Review feedback mechanisms to drive continual service improvements Lead and take part in regular service review meetings in conjunction with other regions and departments Work collaboratively with the incident and problem management to identify trending and re-occurring incidents. Contributing towards the knowledge management platform to drive staff collaboration and development The successful candidate will ideally have: Prior experience leading a large-scale IT Service Desk, Contact Centre or Service Centre. Strong knowledge of ITIL processes and ideally accreditation. Knowledge of ITSM/Tickets systems such as Service-Now, Remedy, CA Service Desk. Experience in SLA Management and Service Reporting Excellent Interpersonal and Stakeholder Management Skills This is a unique opportunity to lead an Award-Winning service desk and the largest in the area which supports over 30,000 users on a daily basis across the EMEA Region. Our client a significant project pipeline integrating a number of the newly acquired business into its shared service model, so a great opportunity for anyone wanting to develop their career. Salary: £34,000 - £38,000 per annum Benefits: Private Healthcare, 26 Days' Annual Leave, 10% Pension + Much More! Location: Milton Keynes, Buckinghamshire Tenure: Full-Time, Permanent (Standard Business Hours) ---------------------------------------- Salary additional info: + 26 Days Holiday + Medical + Pension ----------------------------------------

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