Service Desk Team Leader – Itil

Salary: £48,960 per year

Service Desk Team Leader – ITIL – Walsall

Service Desk Team Leader required for an organisation based in Walsall to be responsible for leading the service desk teams.

The ideal candidate will have previous experience of managing a technical team, be customer focused, at ease and have confidence with external suppliers and have a strong work ethic with a ‘hands on’ leadership style. In return for your skills the company offers flexible working, a competitive salary, 27 days annual leave (plus an extra 3 days at Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts. 

Key Responsibilities

• Manage a team of IT Technicians and Applications Analysts, providing ‘hands on’ expertise and prioritising colleagues and the needs of the business in every operational decision made by the Service Desk team.
• Responsible for the incident management process, supporting all core IT systems both software and hardware, including user management, system upgrades, patching, releases and fault resolution.
• Work to reduce repeated incidents and undertake root cause analysis through effective problem management.
• Working alongside the Service Delivery Specialist to drive supplier governance through regular account reviews with external service providers ensuring adherence to established and contractual service level agreements.
• Take ownership of Asset Management in the recording and security of IT and colleague equipment.
• Drive a culture of Continuous Service Improvement to embed the processes of an ITIL ITSM framework and ensure established processes are followed

Key Skills

• ITIL ITSM qualification or extensive experience of the framework
• Proven experience of leading a technical service desk and experience of IT resolver group support
• Excellent communication and interpersonal skills
• Excellent problem-solving skills
• An up to date knowledge of IT industry and support trends
• High levels of professionalism and integrity

Salary

The salary my client is offering for this position is up to £48,960depending on experience plus excellent benefits.

Interested?! Send your up to date CV to Claire Ingram at Crimson for review