Service Desk Team Lead, ITIL

£30000.00 - £38000.00 per annum
14 Oct 2016
22 Oct 2016
Contract Type
Service Desk Team Lead, ITIL Gloucester £30,000-£35,000 £3,000 on call allowance An established service desk team of 8 are looking for proactive, personable and ambitious Team Lead to drive and develop the team and continual improvements to SLA's. Reporting into the Service Delivery Manager you will manage the support of existing services and deliver both hardware and software to meet business requirements. Responsibilities of a Service Desk Team Lead: To manage incident, enquiry and service request queues within agreed response and resolution timescales. To manage the personal development of service desk technicians carrying out regular 1-1s and annual appraisals in line with coaching to improve performance. Supervision of both incident management and service delivery of new or replacement equipment to meet the needs of the organisation within agreed SLAs Identification and notification of problems to relevant 2nd and 3rd line teams To engage with the change process ensuring incidents created by a change are fed back to the Change Manager for documentation To have a good technical understanding in order to support the team and liaise with both in-house and 3rd party support technicians Service Desk Team Lead experience required: Previous management experience, 1-1s and annual appraisals Incident management ITIL Processes Windows 7/10 Office 2010 MS exchange Active Directory Candidate must be willing to undergo security vetting for this role. Service desk team lead, service desk analyst, ITIL, incident management This job was originally posted as

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