IT Helpdesk Team Leader - Warrington £34k

Computer People
£30000.00 - £34000.00 per annum
13 Oct 2016
21 Oct 2016
Contract Type
IT Helpdesk Team Leader - Warrington £34k Recognised as a leading consultancy our client seek an IT Helpdesk Team Leader. Role Overview: The primary purpose of the role is to lead the IT Support Team in a manner that ensures: Compliance with company (ITIL based) processes and standards Achievement of the Service Desk KPIs The job holder will play a key role in ensuring that IT Change, IT applications and IT infrastructure services delivered to a high standard across all company operating divisions. The job holder will represent IT to both internal staff and key 3rd party suppliers and business partners. Key Responsibilities: Ensure that staffing and skill levels are maintained throughout operational hours by managing shift and staffing schedules Manage incident, problem, service request and change volumes Manage resolution according to agreed SLAs and KPIs Ensure that the Service Desk is providing pragmatic solutions for all issues raised Undertake HR and people management activities as needed, including pay, discipline, absences and performance reviews Act as an escalation point where difficult or controversial calls are received Produce statistics, and KPI reports Represent the Service Desk at meetings Arrange technical and service oriented staff training and awareness sessions Liaise with senior IT and business management on all IT Service matters Liaise with the Developers, Systems Analysts and Change Co-ordinator on all change requests and related matters Perform briefings to Service Desk staff on support issues, changes or deployments that may affect volumes and work patterns at the Service Desk Assist Analysts in providing first/second line support when workloads are high, or where additional experience is required Personal Specification The ideal candidate will have a good balance of technical knowledge and team management skills; they should have: Related work experience Experience managing a small support team of Support Analysts Proven experience in the implementation and support of a wide range of technologies Proven experience managing small technology projects Excellent written and oral communication skills Excellent listening and interpersonal skills Ability to conduct research into systems issues and products as required Ability to communicate ideas in both technical and user-friendly language Self motivated Keen attention to detail Proven analytical and creative problem-solving abilities Ability to effectively prioritise and execute tasks in a high-pressure environment Strong customer service orientation Experience working in a team-oriented, collaborative environment Essential: Experience working in a similar role Windows Server 2008 R2/ 2012 Windows 7/8/10 Exchange 2010/2013/2016 ITIL Accredited or working within ITIL frameworks Experience writing and executing SQL Queries in a production environment Desirable: Microsoft Certification Experience with Office 365 Experience of Citrix XenApp / XenDesktop Experience with a Hyper-V environment In return, we will offer you a competitive salary plus the following benefits: Up to 28 days holiday Private healthcare Childcare vouchers Free car parking Stakeholder pension scheme and Auto Enrolment pension scheme This is a great opportunity to join a leading team, looking to interview ASAP. This job was originally posted as

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