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Service Desk Team Lead

Michael Page Technology

Posted on Sep 21, 2022 by Michael Page Technology

Liverpool, Merseyside, United Kingdom
IT
Immediate Start
£40k - £45k Annual
Full-Time

The Service Desk Lead will join an established and growing IT team with career progression. They will be responsible for the day to day delivery of the IT Service Desk Team and be part of the continuous improvement of the service desk function.

Client Details

Michael Page are partnering with a large client who are looking to grow their IT team.

Description

Responsibilities:

  • Manage day-to-day activities compliantly for Change Management, Request Management, Problem Management & Consumer administrator team processes and ensure reference/help documentation is available to support these activities
  • Collaborate with the Service Desk Manager and the other UK function leads to ensure teams are working within the agreed Service Level Agreements (SLAs)
  • Work with UK function leads to recommend and deliver continual improvements to operational procedures and teams
  • Contribute to, and when required lead, quarterly UK site Service Reviews, presenting SLA reports and collaborate with business stakeholders to optimise site services
  • Own and follow up on end-customer 5-star rating surveys feedback, to establish opportunities for future customer experience improvement
  • Ensure the teams are trained on the execution of all in scope processes and procedures

Profile

Skills:

  • Experience in a Service Management team leading role in a fast paced environment
  • Practical knowledge of IT Service Management systems and processes, and the associated frameworks, eg ITIL or similar
  • Experience of the following: PowerShell/Automation Scripting, Apple iOS/Mac & iPhone support, Change & Request Management, Problem Management
  • Knowledge of Backup & Restore Processes
  • Experience of dealing with customers, providing both telephone and remote virtual desktop support
  • Experience of service performance measurement and reporting skills

Job Offer

Salary: £40,000 - £45,000

Reference: 1736143455

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