Global Service Desk Team Lead

WDS Global Limited

Posted on Nov 15, 2021 by WDS Global Limited

Jarrow, Tyne And Wear, United Kingdom
Immediate Start
£28k - £30k Annual

My client a large manufacturing company are currently looking for a Service desk Team lead to run a team of 5 people at their offices in Jarrow Newcastle.

Salary is c£28k plus an allowance for being on call.

This is a permanent role so you need to be within a commutable distance.

Please see below for JD

The successful individual will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managed and solutions implemented to deliver a first- class service while working closely with the Global Service Desk Managers across 3 locations.

Tasks and responsibilities:

Managing the NOC/SOC process within the Global Service desk to ensure all process are effective and analysts are fully trained

Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.

Act as a deputy to the Global Service Desk manager

Acting as the Major Incident Manager as and when needed to support the IT function and the wider


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 wider company

Carrying out recruitment activities as required

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

Experienced in employee line management

Ability to identify process improvements and initiate change

Ensuring the service being offered is of the highest standard

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.

Required skills:

Previous experience as a team leader in a similar role

Experience managing the Major Incident process

IT technical support experience

Strong technical knowledge in a support function

Experienced in employee line management

Experience with ticketing frameworks

Strong team work skills along with the ability to build a strong team

Strong communication skills and the ability to communicate at all levels

Flexible and adaptable approach

Ability to prioritise

Experience working in an ITIL environment or ITIL qualifications

Strong leadership skills

Reference: 1399712904

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