Global Service Desk Team Leader
GLOBAL IT SERVICE DESK TEAM LEADER
My client a large manufacturing company are currently looking for a Service desk Team lead to run a team of 5 people at their offices in Jarrow Newcastle.
Salary is cGBP28k plus an allowance for being on call.
This is a permanent role so you need to be within a commutable distance.
Please see below for JD
The successful individual will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managed and solutions implemented to deliver a first- class service while working closely with the Global Service Desk Managers across 3 locations.
Tasks and responsibilities:
Managing the NOC/SOC process within the Global Service desk to ensure all process are effective and analysts are fully trained
Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
Act as a deputy to the Global Service Desk manager
Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
Performance monitoring, setting and reporting of the teams' KPIs, targets and goals to Senior Management and wider company
Carrying out recruitment activities as required
Ensure collaboration with all service desk managers and team leaders to ensure 1 global process
Understanding and managing the technical abilities of the team and ensuring all technical fixes being carried out are of the highest quality
Experience with ticketing frameworks
Solutions driven, confident and friendly approach when dealing with customers
Ability to work under pressure in a fast paced dynamic environment, setting the behaviours and acting as an example to the team.
Required skills:
Previous experience as a team leader in a similar role
Experience managing the Major Incident process
IT technical support experience
Strong technical knowledge in a support function
Experienced in employee line management
Experience with ticketing frameworks
Strong team work skills along with the ability to build a strong team
Strong communication skills and the ability to communicate at all levels
Flexible and adaptable approach
Ability to prioritise
Experience working in an ITIL environment or ITIL qualifications
Strong leadership skills
My client a large manufacturing company are currently looking for a Service desk Team lead to run a team of 5 people at their offices in Jarrow Newcastle.
Salary is cGBP28k plus an allowance for being on call.
This is a permanent role so you need to be within a commutable distance.
Please see below for JD
The successful individual will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managed and solutions implemented to deliver a first- class service while working closely with the Global Service Desk Managers across 3 locations.
Tasks and responsibilities:
Managing the NOC/SOC process within the Global Service desk to ensure all process are effective and analysts are fully trained
Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
Act as a deputy to the Global Service Desk manager
Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
Performance monitoring, setting and reporting of the teams' KPIs, targets and goals to Senior Management and wider company
Carrying out recruitment activities as required
Ensure collaboration with all service desk managers and team leaders to ensure 1 global process
Understanding and managing the technical abilities of the team and ensuring all technical fixes being carried out are of the highest quality
Experience with ticketing frameworks
Solutions driven, confident and friendly approach when dealing with customers
Ability to work under pressure in a fast paced dynamic environment, setting the behaviours and acting as an example to the team.
Required skills:
Previous experience as a team leader in a similar role
Experience managing the Major Incident process
IT technical support experience
Strong technical knowledge in a support function
Experienced in employee line management
Experience with ticketing frameworks
Strong team work skills along with the ability to build a strong team
Strong communication skills and the ability to communicate at all levels
Flexible and adaptable approach
Ability to prioritise
Experience working in an ITIL environment or ITIL qualifications
Strong leadership skills