IT Service Desk Team Leader (Helpdesk, Manager) Eves0103

IT Service Desk Team Leader (Helpdesk, Manager) EVES0103
Cuffley
Salary £39,600 – £42,000

Our client is one of the UK’s most recognised brands offering a wide range of market leading windows, doors, conservatories, driveways, flat roofs, roofline and patios.

With 50 years’ experience in improving homes, over 2 million customers have already put their trust in them.

As the Service Desk Team Leader, you will help to set up and manage the IT Service Desk team to ensure that incidents and service requests are completed within the agreed timescales. This is a key role within the IT department, providing management support to the IT Operations and Risk Manager.

Within the role, you will co-ordinate and direct activities associated with the support and maintenance of the Service Desk Team, ensuring correct levels of resource and support are available at all times and providing Service Delivery operations and SLA reports as required. This will include the maintenance of a rota to provide cover 7 days a week from your team of 5 Service Desk Engineers and the management of change to IT services effectively and with minimum or no impact to agreed service levels.

You will work closely with the IT Management Team, to identify and recommend cost-effective service improvements and will be responsible for analysing Customer Satisfaction Surveys and identify recommendations and opportunities for continual service improvements.

With a strong technical background you will have a broad knowledge of ITIL Support process and good knowledge of the following technologies; or similar; MS Windows XP, Vista, 7, 8.1, Windows Phone 8; IP Networks; LAN and WAN services; Telephony Services (e.g. PABX, ACD, VoIP and Dialler Technologies); MS Outlook, Word, Excel, PowerPoint, Visio and AS400.

Proven customer service skills are essential and you need to be an excellent communicator and people manager with experience of leading and motivating a team and of running a service desk in a similar environment. Capable of providing reports as you will provide daily, weekly and monthly incident analysis and reporting as required by the business, you must hold ITIL Foundation level as a minimum; ITIL V2 -Service desk, incident management practitioner or ITIL V3 – Operational support and analysis, would be a huge advantage. The ideal candidate will have experience in continuous service improvement including ‘lean’ methodology.

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.