IT Service Desk Team Leader - Birmingham, United Kingdom - vertex-it-solutions

vertex-it-solutions

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

IT Service Desk Team Leader

Information Technology and Systems

Business Stream/Department
Information Technology

Reports to
IT Service Support Manager

Direct (and indirect) Reports
Yes

Travel
Occasional - 2 Days in the office

Job Purpose

To develop, support and mature our IT Service Desk function, taking on an active role in defining and supporting our overall IT Service Management Strategy with a focus on transforming our service delivery to provide all functional departments with a customer-centricservice.

The role has responsibility for a busy and dynamic Service Desk team during a period of growth where services must remain sustainable and be best positioned to be scalable.

A key focus for the role is to drive continuous improvement to achieve a high first-time resolution rate without compromising on IT governance, standards and customer experience.

The role will also drive a shift-left approach being key to streamlining andsimplifying the customer experience when interacting with IT.

There may be a requirement to work extra hours during evenings and weekends.

The job holder will make sure that they fully understand and fulfil their responsibilities in respect of both Health & Safety, Diversity & Inclusion and GDPR Protection at all times.

This profile is not exhaustive and other activities at a similar level may need to be carried out.

Key Accountabilities

Own, manage and lead the provision of all BAU Service Desk support services. To provide support services and appropriate resources to incorporate within BAU the management, maintenance and upgrades for the full portfolio of services available to employees.
Manage and lead the Service Desk team to ensure knowledge and skills are available to meet business needs on an ongoing basis.
Create individual development plans for the team and provide training and mentoring to enable individuals to reach their maximum potential.
Responsible for the Service Desk providing telephone and online multichannel customer response service, triage and ticket management including liaison with all IT teams for expert services to ensure all customer queries are resolved effectively. Includesownership of all communications apps in commission e.g. live chat, portal, etc.
Ownership for service level agreements (SLA) for all ticket types, incident, problem and request categories. Responsible for the coordination, registration and classification of Service Desk calls and requests, ensuring that an immediate effort is undertakento restore a failed IT service. Ensure tickets are resolved within defined KPIs.
Produce and review agent and enduser support documentation to assist with selfhelp for the user community.
Create and maintain an agreed service portfolio to ensure live systems are fully supported with clear documentation and ownership.
Proactively work with the IT and Business Systems teams by identifying and delivering improvements in BAU user experience, functionality, reliability, security, resilience and disaster recovery.
Develop and lead Change Advisory Board (CAB), ensuring that sufficiently rigorous testing has been carried out prior to promoting to live to ensure the system is fit for purpose and there is supporting communication and documentation.
Lead on Major Incidents and ensure stakeholder communications are managed efficiently and effectively
Carry out detailed trend analysis to ensure any reoccurring problems are correctly identified, investigated and resolved.
Create Weekly & Monthly reports on service key performance indicators and activities

Knowledge and Experience

Extensive knowledge of enterprise software solutions
Understanding of project management methodologies
Good knowledge of techniques associated with automating business processes including data manipulation and transformation
Experience of implementing a range of Business Applications
Extensive Knowledge of the IT Infrastructure Library (ITIL)
Extensive IT Service Desk or desktop support experience
Good understanding of development processes, business system design and database structure