Service Desk Team Leader

Job title:

Service Desk Team Leader

Company

ShortList Recruitment

Job description

Job Description:ShortList Recruitment is working with a client in the Housing sector to find an experienced Service Desk Team Leader to join their team.The Service Desk Team Leader will be responsible for managing the day-to-day operations of the IT Service Desk team, ensuring the delivery of exceptional technical support and customer service across the organization.Key responsibilities include leading a team of IT Service Desk Analysts, providing guidance, and serving as the point of escalation for complex technical issues.The ideal candidate will bring a strong technical background, excellent leadership abilities, and a commitment to delivering outstanding customer service.Key objectives of the Service Desk Team Leader role:

• Lead the Service Desk team to provide efficient, high-quality service to the organization.

• Oversee the management of the Service Desk operation in a busy, multisite environment, with a proven track record of 5+ years in this area.

• Apply ITIL best practices, with extensive experience using IT service management tools.

• Manage teams of Service Desk staff

• Strong experience in managing KPIs and SLAs.

• Extensive experience in managing multiple third-party suppliers, regularly assessing their service and performance.

• Demonstrate the ability to lead and effectively communicate with staff at all levels, including both technical and non-technical teams across various disciplines.

• Support and administer Windows operating systems (e.g., Windows desktop, Exchange, Active Directory).

Qualifications:

• Formal training and advanced understanding of ITIL principles and practices.

• Professional certifications in IT service management.

• ITIL V4 Foundation certification.

A valid, clean driving license and access to personal transport are required, as travel to other sites may be necessary.

Expected salary

Location

Liverpool

Job date

Sat, 21 Dec 2024 00:45:15 GMT

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