Service Desk Team Leader

A global company is looking for a Service Desk Team Lead to manage the support function within the IT Shared Service for the EMEA. This role will focus on developing a customer-first culture and ensuring that service for all staff is at the top standard. You will work with the IT Operations Manager to build and establish a high-performing Service Desk team with skilled and qualified staff. This is a great opportunity for someone looking to gain experience in service desk leadership.

Job Description:

• Provide senior support to the Global Service Desk by taking calls and handling resulting Incidents or Service Requests.
• Ensure adherence to the Monitoring process and collaborate with resolver groups for optimal outcomes.
• Manage and resolve alerts within the agreed Service Level Agreement.

Job Requirements:

• Follow the global process for Monitoring and resolving alerts within scope.
• Collaborate on the onboarding of new services to improve Monitoring effectiveness.
• Serve as a single point of contact for IT issues and queries from users.
• Receive, log, and manage tickets using the Manage Engine Tool.
• Utilize monitoring tooling to handle and resolve alerts.
• Provide 1st and 2nd line IT support, escalating tickets to resolver groups when necessary.
• Adapt resolutions based on users' technical ability.
• Escalate breached calls and high priority incidents.
• Support and develop Service Desk Analysts.
• Collaborate with global IT Operations team to ensure unified monitoring process.
• Identify and highlight process improvements.
• Maintain high standards of service delivery from the Service Desk.
• Assist Team Leaders and Managers across the global Service Desk to deliver high-quality service.

4 Days a week in Office/Permanent/Shift options between 7am and 7pm

Next Steps? If you would like to know anything more about this role or even just want to hear what other Infrastructure, Cloud and Security positions I have that may also be a good match for you then please apply to this advert.

You must be fully eligible to work in the UK to apply to this position and be able to travel into office on occasion