The Vacancy

Purpose of role:

The role of a Team Leader for an IT Service Desk who also handles Major Incident Management is multifaceted and crucial for maintaining the seamless operation of IT services. As a leader, they are responsible for overseeing the day-to-day activities of the service desk team, ensuring that all IT issues and inquiries are resolved promptly and efficiently. Their expertise in Major Incident Management means they are adept at handling high-impact IT disruptions, coordinating with various stakeholders to minimize downtime and mitigate risks. They play a pivotal role in maintaining business continuity, improving customer satisfaction, and driving the overall performance of the IT support team. This role requires a blend of technical acumen, leadership skills, and the ability to make quick, informed decisions during critical situations.

Responsibilities:

-Managing and leading the IT Service Desk team to ensure efficient operation and high-quality service delivery.

-Developing and implementing service desk policies and procedures to streamline operations and improve response times.

-Training and mentoring service desk staff to enhance their skills and knowledge.

-Monitoring service desk performance metrics and setting improvement targets.

-Handling escalated issues and ensuring timely resolution of complex IT problems.

-Coordinating major incident response efforts, including communication with stakeholders and mobilization of resources.

-Conducting regular reviews of incident trends to identify areas for process improvement.

-Maintaining an up-to-date knowledge base to aid in quick resolution of IT issues.

-Ensuring compliance with IT service management best practices and industry standards.

-Managing vendor relationships and overseeing service level agreements.

-Preparing and managing the service desk budget to optimize resource allocation.

-Reporting on service desk performance to senior management and suggesting necessary changes.

-Facilitating continuous professional development of the team through training and certifications.

-Leading by example in providing exceptional customer service and support.

Fostering a culture of continuous improvement and innovation within the service desk team

Qualifications:

-Qualified to A level or similar standard or with relevant industry experience of knowledge.

-A good understanding of Microsoft products is desireable.

-An ITIL qualification to foundation level or ITIL knowledge and experience would be beneficial.

Knowledge and Experience:

-Technically competent with various software programs such as Word, Excel, PowerPoint etc.

-Experience of working in and ideally leading a Service Desk team.

-Experience of achieving operational targets and goals.

-Ability to create, measure and monitor targets.

-Team leadership skills.

-Ability to prioritise team workload to meet targets and objectives.

-Technically competent.

-Operational improvement experience.

-Technical understanding of end user support.

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