Service Desk Lead

Location: Wallington, Surrey Salary: £30000 - £32500 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Simon Kiely

IT Service Desk Team Lead

IT Service Desk Team Lead needed for a leading organisation based in Wallington who are looking to employ an experienced IT Service Desk Team Lead to manage all activite of the IT Service Desk.

The successful IT Service Desk Team Lead will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

Salary: £30,000 - £32,500 per annum
Up to 25 days holiday based on service
Pension scheme
Cycle to work scheme
Interest free season ticket loan
Training and development
Flexible working

Some of the main duties & skills of the IT Service Desk Team Lead will include:

  • Manage the day-to-day activity of the Service Desk, responsible for supporting a wide variety of customer facing, mission critical services
  • Manage and coordinate urgent & complicated support tickets
  • Work closely with the Enterprise Solution Architect in the definition, implementation and ongoing review of ITIL best practice processes to improve service quality and reduce cost
  • Implement & manage SLAs to set expectations and meet business objectives. Provide data and reporting of KPI's ad-hoc, weekly, monthly and as required
  • Determine root cause of technical and process problems and communicate appropriately to internal & external customers
  • Build & maintain relationships with key 3rd party technology service providers/partners
  • Improve & maintain an accurate IT service catalogue / portfolio and ensure asset information is accurate and up to date
  • Manage, administer and improve hosted telephony infrastructure
  • Coordinate internal training programs to ensure users are proficient with applications / systems
  • Supervise and manage regular reviews, and deployment of new hot fixes, system updates, and vendor-supplied patches according to best practices
  • Work on forward planning; ensure users are notified ahead of time regarding maintenance tasks, analyse data/trends to predict events putting in place plans for dealing with relevant scenarios
  • Maintain Business Continuity Planning (BCP) processes & documentations
  • Administer & support Office 365 instance

This really is a fantastic opportunity for a IT Service Desk Team Lead to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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