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IT Service Desk Team Lead - Reading - Perm
Salary: £38,000 - £42,000 pa
Location: Reading, Hybrid 3 days a week on site (full 5 days in office while training).
Our client, a global MSP is looking for an IT Service Desk Team Leader to join them in their Reading offices.
The Service Desk Team Leader will play a crucial role in ensuring the seamless operation of ICT, UC, and ECM support services. This position is responsible for supervising technical support teams, maintaining high service levels, and fostering a culture of continuous improvement. The successful candidate will be a strong technical leader with a proactive approach to problem-solving and process optimization, ensuring that all infrastructure aligns with ITIL best practices and meets business needs.
IT Service Desk Team Lead Main Responsibility:
- To provide day to day supervision and support of the 2nd & 3rd Line ICT, UC and ECM support teams
- To monitor SLAs ensuring they are adhered to highlighting any recurring issues
- To escalate unresolvable issues to escalation teams as required
- To monitor call status and chase / escalate any outside of SLA for resolution
- To work with and support CSM in delivery of service stats as required
- Take ownership of any critical support escalations and drive forwards using
- ITIL Problem Management principles
IT Service Desk Team Lead Skills:
- Must be Hands on
- Good understanding of IT Managed Services
- Good technical skills and understanding of Cloud Services (Public & Private), Azure, VMWare, Office 365 and Networking
- Experience of Team Leadership essential
- Good familiarity with IT systems, networks and databases
- Leadership skills - inspires respect and trust, and able to motivate the team to work to the best of their abilities
The Benefits:
- Salary (Competitive)
- 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
- A company car + fuel card
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme – A total contribution of8% – 5% Employer and 3% Employee.
- Company sick pay (1 week after 6-month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
- Lifeworks – Access to discounts / perks
- EyeCare – Access to money off for glasses and sight test
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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