ICT Service Desk Team Leader - Wallsend, Tyne and Wear, United Kingdom - Essentra PLC

Description

During unsociable hours you will work from home and during regular shifts you will be expected to work from our Jarrow office.

Occasional weekend working may be required but you will not be expected to work more than 5 days a week.

We are currently looking for an IT enthusiast to join our Service Desk team.

The successful individual will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managed and solutions implemented to deliver a first-class service while working closely with the Global Service Desk Managers across 3 locations.

Managing the NOC/SOC process within the Global Service desk to ensure all process are effective and analysts are fully trained
Act as a deputy to the Global Service Desk manager

Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.

Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
Performance monitoring, setting and reporting of the teams KPIs, targets and goals to Senior Management and wider company
Ensure collaboration with all service desk managers and team leaders to ensure 1 global process
Understanding and managing the technical abilities of the team and ensuring all technical fixes being carried out are of the highest quality
Experienced in employee line management
Ensuring the service being offered is of the highest standard
Experience Supporting Office 365 (Skype)
Good technical experience relevant to an IT support function
Some experience in Contact Centre, Service Desk or similar environment
ITIL Qualification (working in an ITIL environment)
Fluent English (spoken and written). Additional languages are desirable.
IT technical support experience
Strong technical knowledge in a support function
Experienced in employee line management
Flexible and adaptable approach
Competitive salary
~ Discretionary bonus
~ Up to 5% matched pension contribution
~4x annual salary life assurance
~25 days annual leave plus bank holidays
~ Employee discounts through Edenred
~ Eyecare Vouchers
~ Cycle to work scheme
~ UK Sharesave Scheme

Essentra plc is a FTSE 250 company and a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 13 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.