GARMIN (EUROPE) LIMITED provided pay range
This range is provided by GARMIN (EUROPE) LIMITED. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Garmin do not offer sponsorship, all applicants must have right to work in the UK.
Purpose of the job:
The Service Desk Team Leader is responsible for ensuring that the business is provided with timely, high quality, and accurate front-line support for any business systems or IT functions from within the UK Service Desk.
The role is broadly split between providing day-to-day operational support for existing IT services and users of those services, project work leading to the development and deployment of new IT services and leading a team of IT Service Desk Technicians.
* Line management responsibility for Service Desk technicians including disciplinary, sickness, personal performance management, feedback both verbal and written, annual appraisal action planning, objective setting, and effective holiday planning.
* Provide effective leadership to the team ensuring that team members are motivated, and their skills are continually developed to ensure optimum service levels are maintained and improved.
* Ensure adherence to Incident and Request Management procedures and that complex and high impact incidents and complaints are managed in accordance with the incident management policy.
* Ensuring all relevant support documentation of supported systems and applications are available and up to date to ensure technicians have necessary knowledge and resources at their disposal.
* Implement new tools, processes and service improvements where required and ensuring the consistency of these across the UK sites.
* To act as an escalation-point for front line support staff and customers.
* To prioritise workload for Service Desk Team and delegate tasks where required.
* Drive improvement in Client Services, raising the profile of IT within the organization through excellent customer service.
* Reporting of KPI’s in areas of responsibility and ensuring these are available for other functional IT Managers.
* Responsible for adopting and executing IT standards, policies, practices and procedures ensuring compliance with SOX and ISO.
* Assist in communications from IT to the UK business regarding service outages and maintenance, in both oral and written form in terms clearly understood by technical and non-technical audiences.
* Research and recommend new technologies, processes, and solutions to meet business needs and continually improve the productivity and effectiveness of the team.
* Participate in projects and interact with all other individuals in a manner consistent with Garmin’s values to ensure integrity and excellent customer service.
Technical Requirements:
Experience or knowledge of the following technologies:
* Windows and Apple operating systems
* Microsoft Office and 365
* Microsoft SCCM
* Microsoft Active Directory
* Microsoft Exchange mailboxes and permissions
* Laptop, desktop and printer hardware
* Atlassian Products (Jira; Jira Service Desk; Confluence)
Education & Experience:
* Previous experience of IT Team Leadership/Management
* 3 years + Experience of working in an IT Service Desk team
* Experience of using and configuring Microsoft Operating Systems
* Good knowledge of Microsoft Office Desktop Applications
What we can do for you:
* Enhanced Pension
* Enhanced Maternity / Paternity
* Enhanced Holidays
* Employee Stock Purchase
* Private Medical / Dental
* Company Events
* Discounted Products
* Hybrid working after probation (3 days office, 2 days WFH pw)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Consumer Services
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