IT Service Desk Team Lead - Reading - Perm
Salary: £38,000 - £42,000 pa
Location: Reading, Hybrid 3 days a week on site (full 5 days in office while training).
Our client, a global MSP is looking for an IT Service Desk Team Leader to join them in their Reading offices.
The Service Desk Team Leader will play a crucial role in ensuring the seamless operation of ICT, UC, and ECM support services. This position is responsible for supervising technical support teams, maintaining high service levels, and fostering a culture of continuous improvement. The successful candidate will be a strong technical leader with a proactive approach to problem-solving and process optimization, ensuring that all infrastructure aligns with ITIL best practices and meets business needs.
IT Service Desk Team Lead Main Responsibility:
1. To provide day to day supervision and support of the 2nd & 3rd Line ICT, UC and ECM support teams
2. To monitor SLAs ensuring they are adhered to highlighting any recurring issues
3. To escalate unresolvable issues to escalation teams as required
4. To monitor call status and chase / escalate any outside of SLA for resolution
5. To work with and support CSM in delivery of service stats as required
6. Take ownership of any critical support escalations and drive forwards using
7. ITIL Problem Management principles