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IT Service Desk Team Leader

Daniel James Resourcing

Posted on Apr 27, 2021 by Daniel James Resourcing

Preston, Lancashire, United Kingdom
IT
Immediate Start
£32k - £35k Annual
Full-Time


IT Service Desk Team Leader - eCommerce

Based near Preston, and working for this Global eCommerce business, we are looking to resource the skills of an IT Service Desk Team Leader. This is a permanent role working with this already well known Global business but who are growing at staggering rates. Initially this role is remote, but post COVID will be hybrid of office/home based and paying up-to £35,000 per annum (dependant on skill set and experience) + benefits.

The IT Service Desk Team Leader will lead the IT Service Desk with an objective to:



  • Monitor & manage the service desk operation ensuring all incidents & service requests are appropriately categorized, prioritized and resolved within SLA

  • Ensure the Service Desk team provide regular status updates to customers until resolution of the incident

  • Regularly review Incident & Service Request queues to ensure tickets are updated and closed in a timely manner and according to targets

  • Lead the 1st & 2nd line team & be the escalation point of contact to the business

  • Provide technical guidance, when required, to the 1st & 2nd line team

  • Plan and deploy 2nd line team to provide on-site end user device (Desktop/Laptop) support

  • Lead & guide the 2nd line team to provide on-site support and provision end user devices including the deployment of new OS builds & updates

  • Manage the IT Asset Register for end user devices ensuring it is up to date & teams tag end user assets at the time of provisioning

  • Ensure the Service Desk operating procedure document is up to date and reflects new/changed processes

  • Build & Maintain a knowledge repository on FAQ, KB, KEDB, System User Guides, Monitoring process & procedures ensuring Service Desk teams are able to effectively use the repository

  • Pro-actively identify opportunities to improve service and automate processes

  • Conduct regular spot check on the teams adherence to Service Desk processes & Ticket management/categorization standards to identity areas of improvement and drive sessions to implement improvement across the team

  • Work & coordinate with wider IT teams and suppliers to manage planned & unplanned outages including Major Incidents providing regular updates to business until resolution

  • Ensure all outages & major incidents are accurately captured in the ITSM tool including total impacted & outage duration

  • Participate in the on-call rota to provide out-of-office hours support

  • Organize & lead CAB meetings by reviewing all upcoming IT CR's ensuring CR's meet all criteria before approving and planning for release

  • Conduct & lead PIR on past CR's

  • Identify opportunities for training ensuring team provides effective support to all brands globally

  • Lead periodic audit activities to ensure all application user access are up to date and all leaver's accesses are revoked

  • Drive Problem & Change Management to ensure Service Desk teams are fully onboard with on-going incidents

  • Carry out periodic reviews of tickets closed by 1st & 2nd line team to establish skill gaps and draw a plan to improve team skills

  • Work with Service Desk Manager to improve the overall performance and delivering the KPI's for the Service Desk

  • Collaborate with Service Delivery Managers to prepare & plan service work expected from project delivery & major system enhancements

  • Lead daily stand-up calls related to managing the team, service desk tickets & P1 reviews.

  • Work with Service Desk Manager & Service Performance team to review Service Desk statistics reports & present plans to improve performance

Accountabilities:

  • Leading & Managing the 1st & 2nd line team to achieve Service Desk KPI's & operational performance is maintained

  • Supporting the Service Desk Manager to improve the overall Service Desk performance and ways of working

  • Collaborate with Service Delivery Managers for escalated tickets & manage business stakeholder expectations including the management of Major Incidents

  • Improving overall skills of 1st & 2nd line team

Experience:

  • Minimum 4+ years' experience in a similar role

  • Experience in Server technologies & triaging at server level (eg restarting IIS issues when server is down)

  • Credible experience in leading & guiding a technical team

  • Experience in cloud technologies is desirable

  • A thorough knowledge of Microsoft Windows Operating Systems (7, 8 & 10)

  • Active Directory, O365, GPO's and DNS

  • Microsoft Office software & Exchange

  • AV & Enterprise security products

  • Experience in troubleshooting desktop and laptop hardware issues

  • Experience in End-user device provisioning & OS deployment methodologies

  • Experience in troubleshooting TCP/IP network connectivity issues including Telephony/VOIP Systems

  • Experience of setting up networked printers

If you are interested in this role, in the first instance please send an up-to date copy of your CV and we will be in touch to discuss the role in greater detail.


Reference: 1180142641

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