JOB TITLE: Service Desk Team Leader


Industry : IT & Telecoms Job Location : Flintshire
Job Reference : 11624BC Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 06/08/2015
 
Salary & Benefits : £28000 - £32000 per annum + Bonus, Pension
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Service Desk Team Leader Flintshire, North Wales £28k-£32k + Excellent Benefits We have an excellent opportunity for Service Desk Team Leader (ITIL) to join one of the largest companies in North Wales. The company are currently experiencing huge growth and now require a Service Desk Team Leader. Looking for a natural leader of people with knowledge of service desk management. Ideally from an IT support background who has worked with Microsoft and Citrix/equivalent remote software.


Job Description

Role: Service Desk Team Leader
Location: Flintshire, North Wales
Package: £28k - £32k + Excellent Benefits

Opportunity
We have an excellent opportunity for Service Desk Team Leader (ITIL) to join one of the largest companies based in North Wales. The company are currently experiencing huge growth and expansion and now require the talents of a Service Desk Team Leader. Looking for a natural leader of people with knowledge of service desk management. Somebody with a customer focus, driven to find solutions and improve efficiency. Ideally from an IT support background, we are looking for somebody who has worked with Microsoft and Citrix or an equivalent remote software. ITIL experience is also preferable.

The Role
This is not a technical role, but you`ll need to understand the technology and you will have worked in a customer facing service desk position before. The role is to drive the team and make sure that the service they provide is to the highest standards the company are reputable for. Implementing processes to make sure things run smoothly and efficiently. Duties include;

*Management of direct reports including employee reviews, appraisals and any KPI's or objective setting.
*Day to day running of the Service Desk team including 1st, 2nd & 3rd Line engineers.
*Management and resolution of service tickets across IT & Fixed Line products and services.
*Proactive management of the service boards to ensure workflow is prioritised and in line with customer SLA's.
*Act as the first point of escalation for incident management and escalation.
*Manage the on-boarding of new customer's in-line with the internal company process and procedures.
*SLA monitoring, ensure the correct SLA's are being used for the type of service and that it matches that of the carriers.
*Implementing the ITIL methodology.
*Monitoring of team performance and resource utilisation.
*Provide management and team performance reports.
*Management of hardware configuration and installations for customers (where required).
*Management and scheduling of onsite engineer visits (where required).
*Attend customer meetings (where required) to discuss delivery of Support in-line with customer requirements.
*Ensure all customer information is tracked and kept up to date on the company database/system.
*Continually review and improve the process and procedures of the team to enhance the operational efficiency of the team to enhance the customer experience.
*Liaise, co-ordinate and maintain relationships with carriers and suppliers where required.
*Support, co-ordinate and maintain relationships with internal teams where required.
*Any other duties as required by the line manager commensurate with the position.

The Candidate
We are looking for somebody who is enthusiastic and wants to take on the challenge of helping the company find ways to improve their service desk. Somebody IT savvy with the proactive attitude to management. Somebody with any German speaking skills would be warmly received, however this by no means a necessity. We are looking for somebody who has;

*Service Management background and experience.
*Experience of managing direct reports within a service desk environment.
*Technical knowledge of Customer IT Environments, Microsoft and Citrix.
*Great customer focus.
*Good communication and organizational skills.
*Experience of planning and allocating resources.
*Experience of implementing Service Desk processes and procedures.
*Experience of developing SLA's.
*Excellent attention to detail.
*ITIL Certification and Prince 2 also preferable.

The Company
Our client are an expanding and award winning manufacturing company with a strong reputation for staff development. The company are rooted in continuous improvement and are consistently investing back into the company. Despite their growth they stick to their strong company values to which they owe their success.

Benefits
*20 days per year (+ bank holidays) Increases 1 day per year.
*Bonus scheme.
*Pension.

Bluefire Consulting is an employment business acting on behalf of a client company.


Job Keywords

itil, service, desk, team. leader, prince 2, delivery, customer, support, KPI, SLA, manager, customer service



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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