Global IT Service Desk Team Leader - Jarrow, United Kingdom - LTS Resourcing

Description

Our Global manufacturing client are urgently seeking a Global IT Service Desk Team Leader to join their team on a permanent basis.

As the Global IT Service Desk Team Leader, you will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests and incidents are managed and solutions implemented to deliver a first-class service while working closely with the Global Service Desk Managers across 3 locations.

• Controlling scheduling and workload through the management of the team's ticketing queue
• Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
• 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 the 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

• Team Leader experience in a Service Desk or similar environment with a proven track record to identify process improvements and initiate change
• ITIL Qualification (desirable)
• Experience with ticketing frameworks
• Solutions driven, confident and friendly approach when dealing with customers
• Ability to work under pressure in a fast-paced dynamic environment, setting the behaviours and acting as an example to the team