IT Support Team Leader - London - Up to £50,000 PA
IT Support Team Leader sought by a well-known organisation with numerous sites spread across the county. The business is involved in delivery high-quality projects across the construction industry. This well-established business are about to enter considerable operational change making it an exciting time to join and be a part of their journey.
The IT Support Team Leader is a crucial component in ensuring the effective management of the service desk which supports circa 1200 users across the country and a vast array of business systems. You will be responsible for leading a team of IT support specialists, ensuring smooth operation of IT systems, and providing exceptional support/mentoring to staff.
Responsibilities:
- Oversee service desk processes including service requests, incidents and problem tickets
- Manage and co-ordinate urgent and complicated support issues and act as escalation point for requests and incidents
- Manage Major Incidents and contribute to Problem Management reviews and process
- Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor
- Provide data and reporting of KPI's and SLA's and trends to IT department and others, as needed
- Drive root cause analysis and help develop strategies for improvement
- Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework
- To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider
- Work on assigned calls and take them through to resolution. To provide consistent, high quality documentation for all systems and processes
- To carry out Service Reviews with key internal and external suppliers
Requirements:
- Experience with ServiceNow
- Proven experience of leading a service desk operation in a busy/multisite environment
- Experience managing teams of service desk staff (minimum of 4 individuals)
- Excellent service management skills
- Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance
- Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
- Formal Training and advanced understanding of ITIL principles and practice
- Excellent customer service and communication skills
- Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.), and ideally Citrix.
Paying up to £50,000 PA plus some excellent benefits