IT Service Desk Team Leader - Lichfield, United Kingdom - SmartSourcing

SmartSourcing

Verified Company

Lichfield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Team Leader, Hybrid/Lichfield, £40K

Our Client's IT Services department is currently undertaking a broad, far-reaching, and exciting change programme in the delivery of IT operations to the business, its staff and the people they support.

As part of this on-going drive, they are looking for an experienced Service Desk Team Leader to assist them to deliver an outstanding Service Desk function.

The person taking on this role will need to be technically strong, analytical, an excellent communicator and be able to work well under significant pressure, all whilst maintaining a cool and calm demeanour.

Significant technical expertise is required to support business staff, as well as your team of Service Desk Analysts who currently operate remotely.

Whilst a hands-on technical position, a key aspect of the role will also include a significant amount of management, including ownership of the organisations ITSM, Service Desk target setting and monitoring, producing reports on the effectiveness of the Service Desk, shift management, production of Standard Operating Procedures for your team and user guides.

The role will also manage the IT Orders function; handling the deployment and collection of IT Assets to staff and services throughout the UK.

The IT department is passionate about encouraging internal skills growth and development; therefore, you must have a flair for coaching and mentoring others, and be able to demonstrate this talent, driving and encouraging your team towards continued growth and success.

Role Specific Requirements

Key Areas:

Lead and manage the Service Desk's daytoday operations.
Plan and distribute workloads appropriately to ensure that business needs and deadlines are met.
Take ownership and manage the businesses ITSM system.
Ensure Service Level Agreements and Key Performance Indicators are being maintained and adhered to.
Report on SLA attainment, breaches or incident trends to the IT Infrastructure and Services Manager.
Manage the IT Orders operations, processes, and staff; shipping and collecting IT assets to personnel and services throughout the UK.
Plan Service Desk shifts to cover the daily operation.
Provide a point of contact for escalations from the Service Desk.
Ensure ongoing escalations are handled in a timely manner, avoiding disruption, and minimising business impact.
Drive innovation and exploration of new ways to constantly improve ServiceDesk delivery.
Support and mentor the Service Desk Analysts team.
Participate in the development and execution of departments Continuous Improvement plans.
Participate and encourage the sharing of good practice, processes, and successes with other business areas.
Provide clear, concise, and relevant communication to ensure clarity of objectives and outputs.
Occasionally you may be required to visit sites to resolve incidents and issues.
Create and maintain documentation of IT services and operation.

Essential Skills
Strong understanding and working knowledge of Active Directory. Ability to manage AD accounts, group policies, and organisation units.

Use a methodical and logical approach, to diagnose and resolve infrastructure, hardware, and software related issues of varying complexity.

Ability to provide advanced technical support for Microsoft Operating systems.

Microsoft 365 administration.

Strong understanding and working knowledge of Active Directory. Ability to manage AD accounts, group policies, and organisation units.

Good understanding of network infrastructure. A good understanding of networking protocols such as IP, DNS, DHCP, ports, and firewalls.

Use of remote support products such as LogMeIn and TeamViewer.

Well versed in standard IT Service Desk practices/framework such as ticketing systems, prioritisation, standard triaging and escalation processes.

Good understanding of GDPR, data security and data protection.

Maintain best practice client workstation security (Windows 10)

Proficient in the use of Excel for analysing and presenting data

Driver

Hours - will work on shifts between 7am-7pm Monday-Friday

In return you will receive a
competitive salary, 25 days annual leave + bank holidays and your birthday off, life assurance, pension contribution and reward scheme.

SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.

Job Types:
Full-time, Permanent

Salary:
Up to £40,000.00 per year

Benefits: