IT Service Desk Team Leader

Sector: Tech & Digital

Location: Leeds

Contract: Permanent

Reference Number: 5472
Consultant: Dan Liban
£32,000 to £34,000

IT Service Desk Team Leader – Windows 10, Office365, AD/AzureAD, Exchange, ITIL, Intune

Due to constant growth, an opportunity is available for a Service Desk Team Leader to join one of the world’s leading professional services businesses on a hybrid working basis at their Leeds office.

You will be joining a busy support function to provide and escalate assistance for the entire business.

You will be responsible for:

• The day-to-day management of the 1st line team
• Ensuring the right operational procedures are in place, improved upon and managed effectively so that workflow is correctly coordinated between the team
• Managing rotas to ensure suitable resource is always in place
• Managing and coaching the team to focus on ensuring SLAs & quality standards are met
• Ensuring a high standard of customer service throughout the team
• Provide high quality triage to all calls and regularly checking Service Desk ticket queues to ensure tickets are triaged effectively by the team.
• Monitoring inbound calls and supporting your analysts in service resolution, intervening with difficult calls if and when required.
• Providing good quality documentation of your work done to provide the escalation teams with the required information needed to investigate further.
• Making sure tickets are prioritised and escalated appropriately
• Assisting the Service Desk Manager in addressing customer escalations and monthly reporting
• Supporting new starters with training and identifying coaching requirements for the Service Desk team.
• Developing relationships with other teams and stakeholders in the wider business to help progress resolution of issues

Any ITIL experience or similar will be beneficial, but not essential.

Perks:

• 25 days holidays (+Bank holidays +Volunteer day)
• Hybrid working
• Generous pension contribution
• Life Assurance
• Income protection
• Season Ticket Loan
• Cycle2 work
• Private Medical
• Retail Discounts/vouchers
• Training and more.

 
About the business:

They are an extremely successful, professional services business with a truly global market presence. With constant reinvestment into the organisation they are continuing to focus on the enhancement of their services through their digital growth.

Service Desk Team Leader | IT Support Team Lead | Lead Service Desk Analyst | First Line Team Lead | IT Support Lead | Helpdesk Team Lead