Service Desk Team Lead

£32,000 | Coventry | Permanent
Posted 1 year ago

A leading FTSE 250 organisation are looking to grow their service desk team and now seeking a Service Desk Team Leader for a team of 5 technical support/ service desk analysts.


Responsible for the MIS Service Desk Team including customer support, incident response, queue management, meeting or exceeding service levels and managing service escalations. Follows approved processes including incident management and request fulfilment to ensure a high level of customer service.

The successful candidate will be joining at a time of growth and transformation within the IT department as they transform through digital transformation.

• The role will involve measuring the service desk team key performance indicators
• Identify trends and manage business impacting major incidents through to resolution
• Manage IT users communications across the company
• Measure and improve first line fix rate
• Monitor team productivity and action deficiencies
• Identify improvements to the service desk incident logging system to provide efficiencies
• Work with desktop support lead to complete knowledge transition into the service desk

Requirments for this role ....

? 3 – 5 years relevant technical support work experience
? 1 – 2 years experience supervising and mentoring a technical Service Desk team
? Knowledge of ITIL, certification preferred
? Experience with Windows-based operating systems, computers, and servers
? Strong MS Office skills (Excel, Visio, Word, PowerPoint)
? Strong written and verbal communication skills - ability to establish effective communication with internal and external contacts
? Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
? Strong organizational skills
? Strong problem solving and analytical skills
? Strong teaming and collaboration skills
? Strong decision making skills within a dynamic environment
? Both approachable and assertive, with the ability to build and maintain strong working relationships with management, service delivery teams and customer

For more information about this role, please contact:

Andy Banks
01442 509 072

See Andy Banks's jobs
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