JOB TITLE: Service Desk Team Leader


Industry : IT & Telecoms Job Location : Portsmouth
Job Reference : 11503BC Job Category : IT
Employment Type : Permanent Posted : 01/05/2015
 
Salary & Benefits : £28000 - £32000 per annum + Excellent Benefits
 
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

Role: Service Desk Team Leader Location: Whitley Package: £28k - £32k + Flexible Benefits (including; pension & gym membership). We are looking to recruit a service desk team leader, ideally from an IT or telecoms background. Looking for a natural leader of people with knowledge of service desk management, a technical understanding of fixed line and data connectivity solutions and the drive to improve efficiency. Must have ITIL experience and Prince 2 is also preferable. Apply now.


Job Description

Role: Service Desk Team Leader
Location: Whitley
Package: £28k - £32k + Flexible Benefits (including; pension & gym membership).

We are looking to recruit a service desk team leader, ideally from an IT or telecoms background. Looking for a natural leader of people with knowledge of service desk management, a technical understanding of fixed line and data connectivity solutions and the drive to improve efficiency. Must have ITIL experience and Prince 2 is also preferable.

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 throughout your career. 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.

Key responsibilities;

*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.
*Monitoring of team performance and resource utilisation.
*Provide regular service ticket and network utilisation reporting.
*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

Looking for somebody with;
*Service Management background and experience.
*Experience of managing direct reports within a service desk environment.
*Technical knowledge of Customer IT Environments.
*Technical understanding of Fixed Line & Data Connectivity Solutions.
*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.

The Company:

Expanding and award winning telecoms services company with a strong reputation for staff development & enhancement and nationally recognised as creating a vibrant and rewarding working environment - they are ranked one of the top companies to work for in their field.

Benefits are:

*20 days per year (+ bank holidays) Increases 1 day per year.
*Pension.
*Help with cost of eye sight testing and lenses.
*Child care vouchers.
*Cycle to work scheme.
*Life insurance.
*Discounted gym membership.

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,



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in IT recruitment on a UK wide basis.

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