Service Desk Team Leader

Service Desk Team Leader, Senior Service Desk Analyst, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Service Desk Team Leader OR a Senior Service Desk Technician/Engineer who is ready to step into a team leader role to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Service Desk Team Leader role include;

• Assist the Service Desk Manager in supervising the Service Desk staff.
• Handle the IT support queue when needed.
• Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
• Aid with managing breached SLAs.
• Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
• Provide cover for the Service Desk Manager when they are on leave.
• Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
• Ensure the on-call rota is updated and provides adequate support out of hours.
• Support the Service Desk Manager with the Major Incident process.
• Contribute to communications to the wider business regarding anything that could affect IT services.
• Participate in Problem Management and Change Management processes.
• Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
• Actively seek feedback from end users and action any C-SAT survey responses.
• Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary

Experience needed to be successful in the Service Desk Team Leader role include;

• Strong attention to detail, with an analytic mindset and ability to solve complex problems
• Excellent communication skills, with the ability to build a rapport with employees at all levels.
• Ability to consistently document information concisely and accurately.
• Comfortable working autonomously, able to act with intuition.
• Ability to think outside the box to bring fresh ideas to the table
• 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician
• Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques
• Demonstrable understanding of the ITIL framework
• Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations
• Understanding of ITSM system configuration
• Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.

This is a great opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role.

Please send your CV for immediate consideration.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.