Helpdesk Team Leader

Helpdesk Team Leader 1st Line ITIL Windows Technical Customer Service

Helpdesk Team Leader

My fantastic client in Croydon is currently looking for a solid Helpdesk Team Leader to come on board on a permanent basis. The role will primarily be to oversee the day to day running of the IT Help Desk Team and to help manage a team of 7x IT Help Desk Analysts. The successful candidate will also need to provide IT technical support to meet the needs of all IT Help Desk customers and to manage 1st line incidents and initial escalations for all 3rd party support providers to ensure that all incidents are resolved within the agreed timescales.

Key Responsibilities

Help manage resource levels within the IT Help Desk team to meet the service levels in place.
Manage the performance reviews and personal development plans for each analyst on the team in conjunction with the IT Help Desk Manager.
Monitor team productivity and distribute workload as required to ensure maximum efficiency.
Manage shift rotas to ensure that adequate cover is present at all times.
Manage the induction of new team members to ensure they are fully trained and capable of supporting the customer base.
Identify and resolve where possible problems with applications, systems and networks to maintain underlying business processes and/or continuity of service for the store estate.
Ensure that all problems escalated by the team are resolved or escalated further within the agreed timescales.
Actively drive root cause analysis and correct call logging/closure details within the team to reduce calls and improve customer service.
Alongside the Help Desk Manager provide new IT services to the customer when required, ensuring adequate support handover from project/2nd line teams and manage any possible resource impact on the Help Desk team.
Develop, document and implement changes using the change management process and attend the CAB meeting.
Assist Help Desk Manager in ensuring that all relevant changes/projects are transitioned into Help Desk support professionally.
Ensure that the handover of relevant support change information/documentation is distributed within the team in a timely fashion and is of adequate standard to allow Help Desk to provide effective 1st line support.
Assist in the testing phases of new developments as part of the project lifecycle.
Manage the production or revision of support documentation where appropriate and ensure it is shared with the relevant team members.Essential skills:

Customer focus and a methodical approach to problem solving
Accredited to ITIL V3 Service Management Foundation.
Has a good understanding of retail businesses.
Able to learn new technologies quickly by utilising existing knowledge of other systems.
Experience of leading technical staff.
Experience of working as a or leading a team of 1st line Help Desk AnalystsDesirable skills:

ServiceNow experience – Admin, operation and support
Retalix StoreLine EPoS application knowledge / experience.This is a permanent role offering £36,000 per annum.

If you are a solid Helpdesk Team Leader with excellent experience of leading a team of Helpdesk analysts as well as strong technical experience/knowledge then please forward your CV asap as interviews are being arranged immediately.

Capita IT Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita IT Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

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