Service Desk Team Leader

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View: 101

Update day: 18-05-2024

Location: Kingston upon Hull Yorkshire and the Humber

Category: IT - Software

Industry: IT Services IT Consulting

Job type: Full-time

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Job content

IT Service Desk Team LeaderHull£31,393 to 35,000Your New CompanyHays Technology are recruiting an IT Service Desk Team Leader to join a large public sector organisation on a permanent basis based in Hull. You will be reporting to the IT Service Manager and managing a team of 1st-2nd liners.Your new roleAs the Service Desk Team Leader, you will be delivering a high-quality, customer-focussed, resilient, and responsive, 2nd line service desk function to key stakeholders. You will be responsible for a number of processes and activities that underpin and control the delivery of services offered to customers, including IT Service Management, Service Desk operations, and Field Services, whilst supporting the 1st line customer service centre team as a point of escalation.You will be handling the prioritisation, classification, and resolution of multiple incidents and providing any necessary escalation to the 3rd line teams, whilst maintaining ownership of communication and engagement with the customer through to the point of resolution. You will also be assisting the IT Service Manager with SLA reviews, incident management, and deputising in their absence, and ensuring that the team’s knowledge of systems, services, applications, process, and procedures is sufficient for the successful and effective operation of the service desk.What You’ll Need To Succeed
  • Substantial experience covering a broad range of IT activities with demonstrable experience in the operational use and troubleshooting of IT systems and equipment
  • Significant experience of ITIL Service Management practices, including incident management and request fulfilment
  • Flexible and proactive attitude to providing support in situations where customers may require additional help
  • Demonstrate the ability to shape and influence developments within the team by drawing on the expertise within their own area of responsibility and their existing knowledge and experience
  • Ability to lead and manage staff
  • IT Service desk experience is essential
What You’ll Get In ReturnThis exciting position is paying between £31,393 and £35,000 negotiable on experience and offers an excellent work-life balance including: 32 days annual leave + bank holidays, fantastic employer contribution pension scheme, flexibility, training, and development opportunities.What You Need To Do NowIf you’re interested in this role, click ’apply now’ to forward an up-to-date copy of your CV, or call us now.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found on our website.
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Deadline: 02-07-2024

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