Service Desk Team Leader - ITIL V3

Lorien Resourcing
Excellent Benefits & Bonus
13 Oct 2016
21 Oct 2016
Contract Type
Service Desk Team Leader - ITIL V3 KPMG is currently developing a suite of unique technology assets which can offer significant value for its clients when coupled with KPMG's existing expertise in multiple market sectors. In order to centralise the capability to plan, deliver and manage these assets and capabilities, KPMG has set up TechSolutions. This function will act as a centralised 'hot-house' function for the delivery of further technology innovations across Data & Analytics, Business Process Management, Enterprise Platforms and Custom Built Applications. This role involves working with the TechSolutions Service Desk to provide technical support to the solutions that it provides to its clients. It is a heavily client facing role, dealing with internal and external KPMG clients, requires good technical knowledge and excellent client facing ability. Responsibilities The Service Desk team lead will report directly into the Service Desk manager as part of the wider Service management function. The role is focussed on ensuring that the Service Desk and wider teams are working to a high standard of efficiency and customer satisfaction. All the processes and functions within Service Management, including the Service Desk are based on ITIL principles. The Service Desk function is responsible for the execution and management of several key processes within Service management. This role is therefore key to ensuring that these processes are managed and performed in line with internal and client requirements. As such, part of this role will be the creation and presentation of reports to show trends in performance. At certain times it will be necessary for the Team leader to act as the Major Incident Manager so knowledge and experience of this role is essential. The main responsibilities of the team lead will fall into one of three main areas: Governance and control To oversee consistent and accurate distribution and management of all tickets across the Service Desk To govern and report on ticket management across teams other than the Service Desk and across client teams To ensure all engineers are setting and meeting client expectations and commitments. To ensure adherence to process and industry best practice principles. Assist with the management and production of regular reporting against KPIs and metrics To conduct regular team meetings and provide regular feedback to the team on performance, areas of improvement and Quality assurance recommendations. Quality and Trust To assess and report on ticket management quality To review processes to ensure changes in policy, toolset or client requirements are adhered to. To manage the Quality Assurance process for the Service Desk, following findings with improvement plans. To assist with the customer satisfactions feedback process and its inputs into other processes. Knowledge and Improvement To promote the use of and manage the knowledge base as part of the knowledge team. To report on Knowledge management trends and highlight areas of focus. To manage the CSI log and to push the development and implementation of new ideas and benefits realisation into production. Experience & Background Experience in first line, client facing roles, preferably with both technical and managerial perspectives. Experience in leadership Evidence of roles involving stakeholder management at all levels. Qualifications and Skills University degree in IT Discipline or equivalent in years of progressive experience in large IT environments. Excellent knowledge of best practices and processes of ITIL V3 based Service Management frameworks. An excellent understanding of a wide range of IT Service Management processes. Excellent Presentation Skills. Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint, SharePoint and Visio The ability to work with clients and is familiar with supplier/vendor relationships and principles. Able to operate in a rapidly changing, complex and technical multi-stakeholder environment Ability to prioritize, re-schedule or adapt to changes Ability to gather and dispense accurate information in a professional and appropriate manner. Considerable confidence and assertiveness, the ability to take a no-nonsense approach to service desk professionalism. Staff management skills, running a shift-based team of up to 12 people: - Appraisals - Discipline - Setting Expectations - Coaching - Mentoring Ability to take a hands-on approach to getting the service desk right, this means being present, looking over shoulders, taking an interest on the day to day flow of work and information, prompting and reminding the team of the standards they should be working toward. This job was originally posted as

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