Service Desk Team Lead - Bristol, United Kingdom - Sanderson

Sanderson
Sanderson
Verified Company
Bristol, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
Service Desk Team Lead

Avonmouth - Hybrid

£30,000 - £35,000 + bonus

A new Service Desk Team Lead position has become available within an established business in North Bristol.

Due to continued growth and huge investment within IT, the business are looking for an experienced Service Desk Team Lead to provide expectationalleadership and IT support services to all business users.


The Service Delivery Team Leader is a key role, tasked with managing a team of Service Desk Analysts and Technicians.

You will be responsible for overseeing the day-to-day effectiveness of service provision, ensuring the effective management of all incidentsand service requests, ensuring that targets are met.

The role is a split of hands on and team leadership.


This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.


Service Desk Team Lead Responsibilities:


  • Support and manage the activities of the service team to provide day to day operational support and be available to respond to escalation events at any time.
  • Deputise as Major incident Manager when required.
  • Provide support and development to the team through regular performance reviews using reports on the performance of the team against service levels and key performance indicators.
  • Monitor and identify trends, problems or reoccurring issues logged with the IT Support Team and escalate these as appropriate.

Service Desk Team Lead key experience:

  • Previous experience as a Service Desk Team Lead or Supervisor is required
  • Experience of working within an ITIL framework
  • Broad IT knowledge and capability, including the Office 365 suite
  • Excellent organisational skills with the ability to multitask
  • Knowledge of Business Process Management
  • Able to prioritise work under pressure and deliver to tight deadlines.
  • Stakeholder management
The business offers a hybrid working policy with free parking available on-site.
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