We are partnering with an NI government organisation in the recruitment of a service desk team lead. As IT Service Desk Team Lead, you will play a pivotal role in ensuring IT service management aligns with business needs. You will promote ITIL best practices, refine service processes, and provide guidance to a team of service desk professionals. Your leadership will help enhance service delivery, stakeholder collaboration, and continual improvement initiatives.
Key Responsibilities:
Lead and support an IT Service Desk team, ensuring effective incident and problem resolution.
Oversee service management processes such as IT procurement, asset management, and SLA monitoring.
Drive the adoption of ITIL standards and best practices across the organisation.
Collaborate with internal teams and external suppliers to ensure IT systems remain reliable and efficient.
Monitor service desk performance, set targets, and provide coaching to team members.
Communicate technical information effectively to both IT and non-IT audiences.
Take ownership of escalated issues and ensure excellent customer service.
To be considered for the role you should have the requirements below:
A minimum of 3 years' experience operating in a ServiceDesk environment.
Strong background in IT Service Management, ideally with ITIL expertise.
Experience leading IT support teams in a dynamic environment.
Ability to coordinate incident management, change control, and IT service improvement initiati...