The IT Service Desk Team Leader is responsible for supervising the UK and Ireland Service Delivery team in supporting all IT services including applications, systems, hardware and customer experience.Key InformationService Desk Team Lead levelSalary: £40,000 - £45,000 per annumWorking Location: 2 options (Hybrid 2 days at home or Fully office based)Additional Bonuses: Up to 15% company bonus25 days annual leave plus bank holidaysPension - 5% employer and 4% employee4 x salary life assuranceCycle to work schemeRetail discountsEmployee Assistance ProgramAnnual Pay ReviewMain Duties and Responsibilities of the IT Service Desk Team Leader rolePlan, schedule and monitor work activities to meet business needs. This will include the management of day-to-day requests, incidents, major Incidents, changes and release management.Ensuring that all tickets are handled in accordance with agreed procedures and that documentation of the supported components is available and in an appropriate format.Escalation points for service requests and incidents managed by Service Delivery personnel including Regional teams.Conduct effective performance evaluations and mentor those with less experience through formal channels where appropriate.Ensuring team members are appropriately trained for their roles.Liaise with other team leaders/managers within IT to help ensure the achievement of departmental objectives.Assist with other projects and activities within the Division as appropriate and as time allows.Performs on-site hardware and software fixes, and where necessary implement workarounds, across multiple sites.Control the management of Major Incidents and provide updates to the Management Team.To assist in maintaining the IT knowledgebase, through clear and accurate documentation of systems and related business procedures.Experience Needed for the IT Service Desk Team Leader roleManagement of a teamStrong attention to detailExperience of working in an office environmentExperience in a Technical Support Team/Service Desk Team Lead roleExperience with O365 and Exchange OnlineDetailed understanding of client hardware and operating systemsGood understanding of WAN and LAN environmentsAn understanding of MPLS and VPN fundamentalsDesirablesCertifications in Microsoft technologiesITIL Foundation certificateExchange and Server experienceWe will be reviewing applications and interviewing candidates on an ongoing basis and encourage you to submit your application early. We reserve the right to close this vacancy once a successful candidate is appointed. We may close this vacancy earlier than the deadline as applications are being reviewed on a regular basis throughout the advertised period and interviews may take place for suitable candidates.For immediate consideration please send your CV today