IT Service Desk Team Leader - Lancashire £45K

Modern Business Solutions
£40000 - £45000 per annum + Benefits
28 Sep 2016
19 Oct 2016
Contract Type
IT Service Desk Team Leader / Manager - Preston, Lancashire £45K Rapidly expanding Lancashire based client is presently seeking to recruit a talented IT Service Desk Team leader / Manager to be responsible for the day to day running of the busy Service Desk. You will actively mentor all members of the IT Service Desk, and be proactive in developing Service Improvement initiatives, whilst also being responsible for overseeing the Major Incident Process. You will support the IT Director in all aspects of their role, and provide monthly reports that contribute to Monthly Service Delivery Reports and ensure that all 1-2-1's are conducted with staff, and all objectives are continuously monitored throughout the yearly cycle. They will be actively involved in providing information to Service Review meetings. Responsibilities: - To effectively support and advise members of team both in day to day work and in their on-going development. - To assist the Service Delivery Manager in implementing ITIL processes and procedures into the IT Service Desk. - To escalate as appropriate to the Service Delivery Manager - To provide a focal point of communication and escalation for the IT Service Desk. - Representing the Service Desk at meetings. - Performing briefings to service Desk staff on changes for deployments that may affect volumes at the service desk. - Assisting analysts in providing first-line support when workloads are high or where additional experience is required. - To effectively support and advise members of team both in day to day work and in their on-going development. - To assist in defining and measuring effective SLAs for the performance of the IT Service Desk. - To assist in defining and measuring effective KPIs for the performance of the IT Service Desk Team. - Supervision and Development of Staff - Sets own objectives for growth and works towards continual self- development in line with emerging technologies - Participates in group activities and ensures knowledge transfer takes place in guiding others and expanding their knowledge base - Develops professional relationship with business customers through building good rapport over the phone and engaging in face-to-face communication as appropriate. - Demonstrates proactive approach to resolving issues and updates customer on progress. - Sets own deadlines for delivery and keeps business updated of progress. - Self-motivated and committed individual. - Ability to establish effective working relations with immediate staff and other staff in the business. - Well organised with ability to work to deadlines. - Good communication skills at all levels. - Ability to work to own initiative. - Ability to write and maintain clear and concise documentation. - Has implemented a Service Catalogue Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills Awareness of Desktops & Servers Appreciation of image builds technologies MCP certification would be desirable. Appreciation of ITIL standards Probably educated to bachelor degree level or holds a relevant professional qualification. This job was originally posted as

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