Crimson
luton
Full Time
Permanent
IT Service Desk Team Lead
Luton - on-site Monday - Friday 9:00 - 17:30
Salary: £40,000 - £45,000 per annum
We have an exciting opportunity for an IT Service Desk Team Lead who will report to the IT Operations Manager and have responsibility for our clients IT Service Desk. The IT Service Desk provides first and second line support to internal customers and partners. The IT Service Desk Lead will oversee IT service delivery from all IT teams to ensure service levels and high standards of customer service are met.
There is a requirement to appoint an experienced team leader for this support team. This person will monitor the team’s priorities and performance, ensure appropriate support cover is always in place, and ensure services are continually improved. In addition, this person will provide mentoring and supervision for the first- and second-line technicians.
Key Responsibilities:
Overall responsibility for the IT Service Desk and Service Desk technicians.
Ensure that all incidents reported to the IT Service Desk are resolved in the shortest possible time, meeting or exceeding the department’s service level agreements
Full ownership of Service Desk processes, ensuring incident ownership and making sure ticket handling processes are followed.
Responsible for relevant ITIL processes, including incident management
Responsible for managing the IT Service Catalogue.
Be responsible for the day-to-day delivery of technical support to the organisation, through the effective use of the IT Service Desk team and by working with other IT team colleagues
Ensure Service Desk tickets are updated with progress notes, detailing progress on the task for both the end user and other team members. Communicate with all relevant parties affected by any task promptly
To ensure that health & safety standards and practices are being followed and upheld by all staff in the department, communicating with the senior team to resolve any issues in this area.
To work with colleagues to ensure comprehensive documentation of procedures and the Service Desk knowledge base are maintained and to liaise with external support providers to ensure that their system documentation and support process are regularly reviewed.
To work as part of a team to build & deploy new desktop / laptop / mobile equipment to the corporate environment and carry out evaluations of new equipment.
To take a pro-active approach in this job role, through monitoring the performance of staff and systems, and make regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems.
Key Requirements:
Interested? Please submit your updated CV to Lucy Morgan at Crimson for immediate consideration.
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Crimson is acting as an employment agency regarding this vacancy