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Job: Service Desk Team Leader

Job Title: Service Desk Team Leader
Contract Type: Permanent
Location: Coventry
Sector:
Salary: £30000 - £32000 per annum
Start Date: ASAP
REF: DE
Contact Name: Adam Straker
Job Published: 3 months ago

Job Description

Service Desk Team Leader


We currently have an urgent requirement for a Service Desk Team Leader to join a market leading company based in Coventry My client is a globally recognised brand who are currently going through an exciting period of growth and transformation. 


Responsibilities

  • Day to day management of the UK Service Desk Team
  • Ensure all incidents and requests (telephone, email, self-service and walk-ups) are handled and progressed within Service Level Agreements
  • Actively manage the UK Service Desk Queue
  • Ensure incidents are categorised, updated and assigned correctly
  • Ensure Major incident Management process is invoked promptly for high priority incidents
  • Manage VIP incidents / requests 
  • Balance workload across the Service Desk team
  • Complete Daily / Weekly / Monthly reporting and present to Global Service Desk Manager
  • Manage Service Desk team key performance metrics
  • Measure and improve first line fix rate
 

Essential
  • ITIL knowledge
  • Technical support experience
  • Experience with Windows-based operating systems, computers, and servers
  • Strong written and verbal communication skills - ability to establish effective communication with internal and external contacts
  • Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
  • Strong teaming and collaboration skills
  • Driven, can do attitude with the ability to prioritise effectively