Position: IT Service Desk Team Leader

Experience: 5+ Years

Location Details: Remote

Job Type: 12 months contract + ext. 

Job Description: Key Accountabilities:

· Line management functionality for all Service Desk analysts.

· Responsible for integrating new processes/technologies into the Service Desk & ensuring support documentation is created for Service Desk.

· Leadership & motivation of a competent level of First Time Fix ticket closures across the Service Desk.

· Manage IT Operations processes ensuring the smooth running of batch operations, escalating where required.

· Ensure analysts are maintaining backup schedules of core systems.

· Carry out trend analysis to improve ticket escalations to workgroups away from the Service Desk and to ensure, where applicable, coaching & development of the Service Desk capability, to offer heightened First Time Fix resolution & continual service improvement.

· Recognition and raising of Service Desk Analyst development requirements in line with business direction and future technologies.

· Acting as a technical point of escalation within the Service Desk team.

· Ensure all IT requests and incidents are prioritized and progressed in accordance with procedures. 

· To manage, monitor and track progress of assigned calls, providing feedback to customers in line with SLA’s.

· To ensure all incidents and requests are handled in accordance with SLA’s & KPI’s set by management.

· Comply with the information security policy and regulatory procedures.

Skills & Knowledge:

· Excellent written and verbal communication skills.

· Friendly, outgoing and helpful attitude.

· Ability to manage geographically diverse teams.

· Ability to work well under pressure.

· Drive and commitment.

· Pro-active and self-motivated.

· Prioritising, Planning and organising skills.

· A methodical and creative approach to problem solving.

· Understanding customer needs.

· Performance Management.

· Monitoring quality and standards.

Experience:

· Experience in a customer facing IT support/service delivery role.

· Proven experience in management of service delivery teams.

· A broad understanding of IT Infrastructure.

· Thorough knowledge and exposure to Windows Operating Systems, MS Office, Exchange and Outlook.

· Strong analytical and troubleshooting skills.

· Thorough understanding of PC/desktop architecture.

· Understanding of TCP/IP protocol.

· Understanding of IT Operations, batch processes and physical back up processes

· ITIL awareness.

· Active Directory experience.

· Experience working with HP OpenView monitoring.

· Experience working with HP Data Protector.

· Basic knowledge of Unix operating system.

· Telephone software experience.

Education and Qualification:

· MCP/MCSE accredited.

· A+ certification

· ITIL fundamentals.