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Service Desk Team Leader

This position is offered as a permanent job, with a growing, stable and exciting company who offer promotion from within. It is hybrid role, with 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 are, to act as the first point of contact to provide customer & technical support, incident resolution, request fulfilment and advice to customers.

To ensure that all customer incidents or requests are handled using the approved incident management and request fulfilment processes to ensure Service SLA’s are met. To ensure the Service Desk team are delivering a high level of service at all times.

The Team Leader will provide line management of the team, conducting team meetings, 1-2-1’s, appraisals and effective development of the team. The role will involve mentoring and coaching less experienced members of the team, providing technical support where required and needed.

The SDTL will work closely with the IT Service Manager and 2nd Line Team Leader to help influence changes within the support functions and to help implement changes that will drive or influence IT Service.

The Team Leader will be expected to contribute to the success of the business and assist in improving the overall customer experience delivered by the Service Desk team.

Key responsibilities:

Prove effective leadership and guidance to the First Line Service Desk Team

Produce statistics and management\performance reports\dashboards

Maintain knowledge management systems

Work closely with the IT Service Manager & 2nd Line Lead in setting, executing and achieving operational targets/SLAs

Assist the IT Service Manager, 2nd Team Lead & CSI Lead in implementing changes to deliver Continual Service Improvements

Meet goals and KPIs as set by the IT Service Manager

Manage shift & staffing schedules

Assist Analysts in providing first line support when workloads are high, or where additional experience is required

Act as an escalation point where difficult or controversial calls are received

Knowledge & experience required:

* Hardworking, methodical, inquisitive and have a passion for technology and service

* Good knowledge of Windows, iOS, android operating systems.

* Knowledge and experience Microsoft Office365

* Knowledge and experience of Microsoft Active Directory

* Knowledge and experience of Microsoft Windows Server

* Solid knowledge and experience of TCPIP, DNS, DHCP, LAN, WAN, WLAN

* Excellent analytical skills

* Excellent attention to detail and accuracy

* Ability to work flexibly and accurately to tight timescales

* Good written and verbal communication skills

* Ability to form and develop relationships with internal and external parties

* Ability to work effectively with team members, continuously motivating and coaching others to achieve service targets and drive down incident levels

* Team Leadership experience would be advantageous

* Team management skills

* Ability to meet tight deadlines

* Personal confidence and excellent time-management

* Ability to prioritise and multitask projects

* ITIL qualified

* Able to work on own initiative

* Highly motivated & proactive

Full role brief is available on submission of CV

This is a hybrid role with 2 days in the Perth office (Scotland). Applicants must be able to commute to the office and be happy to work in the office when required to do so.

Salary : c£34,000 - £37k negotiable, dependant on skills and experience

If you are interested in this position and you have the relevant leadership and technical skills / experience, please contact Jan by sending your CV in the first instance and you can also call Jan for more detailed information.

All enquiries will be treated in the strictest confidence.

Recruitment Consultancy – Think Staffing