IT Service Desk Team Leader – Kent - £42,000 + excellent benefits & career development
Overview
An exciting opportunity has arisen with a large housing association in Kent for Service Desk Team Leader.
You will be responsible for the day-to-day support of the service desk and provide line management and development to the service delivery team. You will maintain a strong working knowledge of all industry-standard applications as well as the company's products and services.
Role & responsibilities
- Managing a small team of service delivery analysts, delivering 1st and 2nd line IT support services, and ensuring that end users are receiving appropriate assistance for all IT systems and telephony across the organisation.
- Managing and monitoring all tickets that are logged on our IT ticketing system daily. Managing all procedures related to the identification, prioritisation, and resolution of end-user service requests, including the monitoring, tracking, and coordination of service delivery functions.
- Resolution of incidents and problems by giving in-person, hands-on support to end users and acting as the escalation point for the service delivery analysts.
- Managing the delivery of an excellent and reliable customer focused IT service, delivering the highest levels of customer satisfaction within agreed business SLAs.
- Providing timely and effective communications to other departments in the event of an incident.
- Ensuring that Service Delivery management software remains up to date and follows key principles of the ITIL best practice methodology.
- Maintaining accurate records of all equipment within our CMDB.
- Analysing all incident and problem reports and developing trend analysis to identify recurring issues with existing systems and making recommendations for resolution, upgrades, process change, training and other improvements reducing overall demand on the service.
- Developing and maintaining relevant user manuals, and SOPs, and where possible publishing user-friendly versions on our ITSM tool enabling users to self-help.
- Staying up to date with technology and service advancements and ensuring the team receives new and refresher training as needed.
- Live and role model our values.
- Comply with all relevant legislation and policies and procedures including Health and Safety, Operational, Data Protection and Financial Regulations
Essential skills and experience
- Delivery of 1st, 2nd, and 3rd line support within a Microsoft environment
- Practical experience installing and maintaining systems
- Knowledge of ITILv3 Service Desk processes
- Management of ITSM tools, and the ability to get up to speed quickly with the ticketing system
- Experience working with a wide variety of stakeholders within a business
- Experienced in developing services directly with customers through a consultative approach
- Experience gathering IT requirements and liaising with technical teams.
- Strong understanding of IT asset lifecycle and configuration management
- Strong understanding of modern service delivery practices
- Good understanding of core technical concepts
- Good understanding of Microsoft products and services e.g. Office 365, Azure Cloud Services, InTune
- Excellent interpersonal and leadership skills
- Flexibility to cover extended hours through a defined shift program
- Strong written and verbal communication skills with the ability to easily explain technical concepts to non-technical users
- Ability to challenge existing processes and methods to help grow and improve the business
- Ability to identify and analyse innovative approaches to dealing with issues and problems
- Ability to analyse data and reports to improve business productivity
Desirable
- Experience managing IT Service Delivery teams
- Previous experience working in the housing sector in a similar role
Package
- £42,000 depending on skills & experience
- + excellent benefits