IT Service Desk Team Leader

IT Service Desk Team Leader

35,000 Per Annum Plus Corporate Benefits (Pension, Private Medical Cover, 25 days holiday)

Our client, a leading business management services consultancy is currently going through an exciting Digital Transformation journey and an accomplished, Midlands based IT Service Desk Manager is required to join them to support their strategic project initiatives.

The successful candidate will be responsible for supporting and leading the Service Desk Engineers, and you will need experience of reporting and MI with proven experience at this level. Solid people management experience is key.

This position will be on a shift rota basis - 24 hours over 5 days, working a 3-shift rota, so flexibility is needed.

Role:

• Team Leadership and Management - Lead and manage a global team of Service Desk Engineers to deliver high-quality first-line IT support services for employees worldwide.
• Supervise and mentor the Engineers, ensuring clear direction and accountability for performance. Conduct regular one-to-one meetings and performance reviews.
• Act as the primary point of escalation within the Service Desk team, ensuring efficient resolution of complex issues and seamless service delivery.
• Support the implementation of IT service management processes and initiatives to align the Service Desk with organisational objectives and industry best practices.
• Drive a culture of collaboration, continuous improvement, and customer-centricity within the team.
• Stakeholder Communication and Reporting.

Experience:

• Previous experience in a Service Desk/IT support role, with proven experience in a leadership or supervisory position.
• Experience managing or supporting a geographically dispersed team in a global organisation.
• Strong understanding of ITIL principles.
• Familiarity with ITSM platforms, such as ServiceNow, or similar tools for managing incidents and requests.
• Technical knowledge of IT infrastructure and systems, including Windows, AD, networking, and Cloud services.
• Excellent leadership and people management skills, ability to inspire and develop a high-performing team.
• Strong problem-solving and analytical skills, with the ability to address complex technical issues effectively.
• Exceptional communication skills, both written and verbal, to engage with technical and non-technical audiences.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Desirable:

• Additional certifications in relevant technologies (e.g., Microsoft, Cisco, Azure).
• Knowledge of Agile and DevOps methodologies and their application in IT operations.

If you would like to be considered and have experience in the above areas - please submit your application ASAP to Jackie Dean at Jumar for an immediate response and informal discussion.

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