Service Desk 2nd Line Team Lead - London, United Kingdom - beaumont

Description

Job Description

Service Desk 2nd Line Team Lead

Are you a process-driven, organised individual who wants to make real change to an IT department?

Is mentorship and management of colleagues a passion for you?

Do you still have those technical hands-on skills to match your team management abilities?

A leading insurer might just have a new position for you

The role

A national insurance provider are looking for a Service Desk 2nd Line Team Lead to join their internal IT function The company has gone through multiple internal transformations and ongoing growth and are looking for a Team Lead to manage a team of 7 Second Line Engineers.

The successful person will be driving excellence within the team, and working with internal stakeholders to drive forward processes and improve the level of IT service and support provided.

This role is based in London and is hybrid, though the successful candidate will be expected to be in-office 4 days a week initially. Travel to satellite office for this position will also be likely so a full UK drivers license would be ideal

Key responsibilities

• The delivery of high quality IT solutions, services, and fixes across the business via proactive support and fault fixes, measured by KPIs.
• Being the face of the IT department internally, taking ownership of issues and being the first point of contact for incidents which require rapid action.
• Delivery of high-level customer/end-user experience, building relationships with non-IT stakeholders through continual communication
• Gather feedback from the business on the quality of service and incident management, develop and execute service improvement plans based on the data.
• Maintaining, developing and enforcing IT policies and processes assigned by the Global Service Desk Lead to define 1st line support activity, responsibility and escalation points.
• Ensure proactive technology breakfix analysis is completed. with the team consistently seeking new and improved ways of delivering change to the business with no/low service outage during implementation.
• Develop and maintain effective licensing of software and hardware asset management, adhering to legal compliance.
• Management of BAU procurement and invoicing.

Personal qualities

• Proven experience of managing a 2nd Line Service Desk Team in a business environment.
• Experience managing geographically diverse teams remotely
• Previous history implementing improvements to operational IT support
• Understanding of 2nd line support issues and the expectations of escalating toward 3rd line, in accordance with the teams technical breadth and ability
• Ability to drive forward and support the team to become SME's in their chosen/favoured areas of support to drive service excellence.
• Strong skills across people management, team leadership, team development, influence and communication.
• Exercises a strong sense of personal responsibility and autonomy. Self motivated, decisive and confident, with strong analytical and problem-solving skills and a can-do attitude.
• Ability to motivate a team to work in a fast-paced, moving environment with rapidly evolving targets.
• Good team player, adept at communicating with multiple areas of the business effectively and professionally.
• Passion for emerging technology, team leadership, development and enhancement.

What's in it for you?

• A competitive salary of up to £56,500
• An environment which will encourage your personal and professional development.
• All the usual benefits with some cherries on top; please reach out to me for a full benefits package breakdown.