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IT Service Desk Team Leader

Employer
Hays
Location
UK
Salary
Competitive
Closing date
23 Jul 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Service Desk Team Leader to join our well know IT Infrastructure Services client

Your new company

A great opportunity has arisen for an experienced Service Desk Team Leader to join our well know IT Infrastructure Services client, on a key government contract. Based from offices in Nottingham, the Team Leader will manage a team of up to 20 1st and 2nd line support technicians.

Your new role

* Lead a team by example to achieve the contractual SLA's and KPI's
* Responsible for the workflow and resources of the team to meet contractual obligations
* Engage with the Support areas of the business to ensure that the team have the right tools / skills and processes to complete their duties
* Point of contact for the team in connection with any work related concerns issues
* Development of the team through coaching and training to increase productivity levels and the service offering to the customers
* Liaise with key members of GSD, Delivery Leadership and Service to ensure that the account receives the right levels of support
* Manage sickness/absence, holidays and training levels in accordance with processes and procedures
* Conduct and participate in the recruitment, selection and induction process
* Ensure that all the team comply with the UK SC policies and the company policies
* Develop and agree personal development plans for all teams
* Completion of regular 121's and team meetings
* Ad-hoc initiatives and projects as required by the business

What you'll need to succeed

* At least 5 years experience of leading a team within an IT or customer focused centre
* Strong communication skills with a proactive approach to solutions
* Examples of key achievements within a Team Leader role demonstrating contract and team success
* Leadership of the team through use of motivations skills and clear, open communication skills
* Excellent management skills and experience of managing at team in an IT customer focused environment
* Strong understanding of resource and SLA management within IT services
* A strong technical appreciation or the ability to take on technical knowledge
* Ability to plan, organise and fully utilise internal and external resources
* Influencing and negotiation skills
* Good written and oral communication skills
* Flexible and adaptable to change

What you'll get in return

As Europe's leading independent provider of IT infrastructure services & solutions, our client opens a door to a range of opportunities for progression, training and accreditations that is unmatched and offers a competitive salary with a fully flexible benefits scheme.

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