|Job Title: IT Service Desk Team Leader
Location: Cheadle, Cheshire
Day Rate: £30,000 to £36,000
Benefits: Bonus 6%, Pension, Health Plan plus other benefits
This is an exciting new role for an experienced T Service Desk Team Leader to join the IT department based at their Head Office in Cheadle.
The company is large, international, and highly profitable having one of their best years this year.
The main purpose of this role is to manage the day to day operations of the Service Desk, providing IT support to all over 800 users in the UK and to act as a point of escalation for the Support Desk Analysts for more complex issues. You will ensure service delivery demands are met with the highest levels of customer satisfaction whilst focusing on promotion of a continuous improvement ethic.
It is important though that the team leader is a strong communicator who is not afraid to escalate and/or challenge appropriately (whether users or senior personnel in the UK, or IT contacts in Austria or a service partner), and who asks questions.
Their central IT function is in Austria and so a large part of network admin and general "back end" administration is managed by the team there.
For this reason, the Service Desk Team Leader doesn't need to be highly technical, because the chances are you may not have the permissions or access in the UK to resolve very technical issues!
The split should ideally be 60 (management): 40 (hands on support). The service desk lead will need to be driving the team, dealing with escalations, looking through tickets to spot trends/improvements etc. But due to the size of the team for the amount of users they support, you will need to be the sort that is happy to muck in and handle tickets, sometimes low level/mundane ones if that's what is required to meet demands at the time.
Key Experience Required
You will need to have proven experience of leading a customer service focused IT Service Desk team
With a minimum of 3 years' experience working in a demanding IT service desk environment, having actively carried out 1st, 2nd and ideally some elements of 3rd line support.
Technically we would expect you have experience in the following areas:
Windows 10 support expertise Active Directory Group Policy Customer Service background (the sort of person who won't hesitate to pick up the phone to speak to someone, rather than firing off an email) Experience of managing KPIs and working to SLAs, as well as putting targets in place for Service Desk team members iOS Support Has knowledge of SCCM / Software Centre (client side) Experience with using VPN / troubleshooting network connectivity issues Extensive Outlook experience (troubleshooting o365 version) ITILWe are looking for someone that can wrap their arms around the whole support environment and ensure a high and consistent quality of service to the end users by directing the activities of the support team in the most effective way.
Initially this is a hands-on role, however as life returns to normal, we would be in a position to expand the support team further and allow the balance of work to lean ever more towards management of that function, so this is a role with development potential.
Coburg Banks IT specialise in recruiting in a variety of areas including: Development, IT Support, Programme and Project Management, Business Analysts and Testing as well as mid to senior level IT appointments. We would welcome the opportunity of helping you in your career, so please send a copy of your CV to us