Service Desk Team Lead

A high-performance marketing services organisation is looking for a Service Desk Team Lead to join their team based in Leicester.

The Service Desk Team Lead is accountable for ensuring the smooth running of a quality, customer-focused service desk providing 24/7 support to the business.

Key responsibilities

  • Responsible for building and maintaining strong relationships with all site operational leads ensuring the service desk is fit for purpose and delivers high quality results
  • Deputise for the Head of Service Management as required
  • Responsible for ensuring all contacts through a multi-channel service desk are handled in a supportive and empathetic approach to all customers, internal or external at all levels
  • First escalation point for critical issues raised by our internal customers and clients
  • Ensure all SLA’s are met through active KPI monitoring and reporting across all incident, problem and change IT service management processes
  • Working closely with all technical team leaders to ensure the evolution and efficiency of the ITIL processes are reviewed through continuous service improvement to maintain effective operational performance
  • Responsible for ensuring excellent communications released by the Service Desk to the business are clear and confident
  • Manage relationships with 3rd party suppliers
  • Ownership of the escalation management process and documentation thereof
  • Maintain the CMDB, KEDB and knowledge base and creating training material for the Service Desk Analysts
  • Run the client service desk (as an associated service to the main responsibility of the internal service desk) made available to selected contracted clients
  • Self-motivated desire to learn and understand all technologies across the estate
  • Provide regular feedback to drive technical and process improvements
  • Responsible for the team’s performance in relation to ticket resolution and SLA’s
  • Responsible for the evolution of the knowledge base
  • Support with Incident Management duties with guidance from the IM team
  • On-call will be required to support service desk and Incident management team

We are looking for someone with

  • Leadership and people management skills
  • Ability to demonstrate a high degree of flexibility including occasional out of hours working
  • Good written and verbal communication skills and customer-facing service skills
  • Ability to work under pressure, meet deadlines and manage sensitive information
  • Strong planning and organisation skills and ability to work with internal and external stakeholders at all levels
  • Experience in contributing to IT decision making through accurate, consistent and timely management information
  • Experience working in a fast-paced, multi-project, client-focused environment
  • ITIL Foundation Certified or higher
  • Knowledge of Windows 10
  • Knowledge of Office 365, Active Directory and Windows server technologies
  • Knowledge of network technologies
  • Strong desire to learn
  • Logical and methodical troubleshooting skills

If you’d like to learn more about this role, please get in touch with Natalie!

Please note that due to the high volume of responses we receive, only successful applicants will be contacted.

Please only apply if you have the right to work in the UK.

Devonshire is an equal opportunity employer, and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status.

Salary: Competitive

Contract: Permanent

Location: Leicester

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