Service Desk Team Leader
This position is offered as a permanent job with a growing, stable, and exciting company that promotes from within. It is a hybrid role, requiring 2 days in the Perth office (Scotland).
The IT Service Desk is the central point of contact for all IT-related incidents and service requests.
The role of the Service Desk Team Leader (SDTL) is to provide day-to-day management of the Service Desk team, whose responsibilities include acting as the first point of contact to provide customer & technical support, incident resolution, request fulfillment, and advice to customers.
Key responsibilities include:
1. Providing effective leadership and guidance to the First Line Service Desk Team.
2. Producing statistics and management performance reports/dashboards.
3. Maintaining knowledge management systems.
4. Working closely with the IT Service Manager & 2nd Line Lead in setting, executing, and achieving operational targets/SLAs.
5. Assisting the IT Service Manager, 2nd Team Lead & CSI Lead in implementing changes to deliver Continual Service Improvements.
6. Meeting goals and KPIs as set by the IT Service Manager.
7. Managing shift & staffing schedules.
8. Assisting Analysts in providing first line support when workloads are high or where additional experience is required.
9. Acting as an escalation point for difficult or controversial calls.
Knowledge & experience required:
1. Hardworking, methodical, inquisitive, and passionate about technology and service.
2. Good knowledge of Windows, iOS, and Android operating systems.
3. Knowledge and experience with Microsoft Office 365.
4. Knowledge and experience with Microsoft Active Directory.
5. Knowledge and experience with Microsoft Windows Server.
6. Solid knowledge and experience of TCP/IP, DNS, DHCP, LAN, WAN, WLAN.
7. Excellent analytical skills.
8. Excellent attention to detail and accuracy.
9. Ability to work flexibly and accurately to tight timescales.
10. Good written and verbal communication skills.
11. Ability to form and develop relationships with internal and external parties.
12. Ability to work effectively with team members, continuously motivating and coaching others to achieve service targets and drive down incident levels.
13. Team Leadership experience would be advantageous.
14. Team management skills.
15. Ability to meet tight deadlines.
16. Personal confidence and excellent time management.
17. Ability to prioritize and multitask projects.
18. ITIL qualified.
19. Able to work on own initiative.
20. Highly motivated & proactive.
Salary: c£34-£37k negotiable, dependent on skills and experience.
If you are interested in this position and have the relevant leadership and technical skills/experience, please contact Jan by sending your CV in the first instance. You can also call Jan for more detailed information.
All enquiries will be treated in the strictest confidence.
Recruitment Consultancy – Think Staffing
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