We are looking for an experienced IT Service Desk Team Lead to join a reputable and rapidly growing business based in York.
You would be responsible for the day to day management of the IT Service Desk as well as a team of 5 analysts. We are looking for someone confident and personable who wants to take ownership over the function and help it mature
Key Responsibilities:
- To oversee the daily management of the Service Desk making sure that all targets are met
- To ensure all Incidents, Service Requests are recorded and responded to effectively and efficiently - within defined SLAs
- Daily coordinating of the team including rotas and out of hours cover
- Ensure the accurate logging of problems / requests with complete fault details
- Promptly escalate unresolved calls as defined within the management procedures
- Ensure a high standard of delivery
- To build effective working relationships with colleagues and senior stakeholders beyond just IT.
Skills & Experience:
- Previous experience in a Service Desk Leadership role - responsibility across a service desk / helpdesk function
- Excellent customer service and communication skills
- Understanding and experience around ITIL processes
This is a great opportunity to join a business where you will have responsibility across a team, having the chance to mature a function with the scope to fully make improvements and make it your own.
Please click apply or email alice.crossley@weareoliverjames.com for more details!
