Desktop/field Service Team Lead - Edinburgh, United Kingdom - Axiom Software Solutions

Axiom Software Solutions

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Job Description:

JD - Desktop/Field Services Team Lead

Leads a staff of Deskside Support Technicians to ensure the successful attainment of Service Level Agreement metrics.
Lead will be responsible for the hygiene associated with the tickets assigned to his team
Defines and sets team direction and provides guidance to members of team.
Responsible for the inventory control as well as AMDB accuracy of their site/sites
Leads the installation and support of PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment
7 operating system and Windows 10 and MACs to resolve customer workstation issues.

Additional Responsibilities

Will be responsible for time sheet, leave management of their team
Will be responsible for managing the team off hours and weekend roster
Will be responsible for managing the SNOW Q for their region
Will work as escalation point of all escalations associated with the team
Will work with Deskside manager and HR for conducting disciplinary action against team members
Will be responsible for timely completion of projects assigned to team members
Will work on resolving all escalations, along with Deskside manager, resulting for their team
Will generate reports from SNOW daily to gauge productivity of team and weed out any in efficiencies
Will work under the directives of Deskside Manager and Project manager to complete projects in a timely manner

Qualifications:

Must have a minimum of 4 years of experience in leading and managing a team of IT Deskside Support technicians.
Must have demonstrated experience managing staff using metrics to drive performance.
Must have experience managing teams and technologies that span across all enduser hardware and software.
Team player with good communication, organizational, and strong interpersonal skills.
Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (ServiceNow, Remedy)
Ability to lift and move equipment 40lbs.+
ITIL Certification.

It would be great if you also had:

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