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Service Desk Team Leader

Frontline Consultancy & Business Services
Closing date
20 Sep 2021

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Technology & New Media
Contract Type
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You will be working as a Service Desk Team Leader, working within the Office and Remotely. Reporting into the Service Desk Manager. You will lead a support team comprising of Service Desk Analysts and Senior Service Desk Analysts.

The purpose of the role is to lead and develop a highly effective Service Desk within a Managed Services environment. The role is essential in delivering and maintaining agreed levels of service and developing the trust and satisfaction amongst the external customer base. We require an individual who can provide first class customer experience to our customer portfolio and to our Internal user base

Candidates will possess excellent communication skills, be self-motivated and ambitious, and thrive in a fast paced environment. You will get the opportunity to work in an ITIL environment, with the opportunity for rapid career development.

We are looking for a qualified team leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members' feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Suggest and organize team building activities
  • Minimum of 5 years' experience working within an IT service environment
  • Experience and understanding of ITIL processes, including Incident and Problem Management.
  • Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times
  • Highly analytical in problem solving with the ability to apply original and innovative thinking
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
  • Company Mobile Phone
  • 25 days annual leave (including birthday and two days at Christmas)
  • Pension Scheme after 3 months of Service
  • 1 day per month and personalised training platform for personal training and development
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