Service Desk Team Leader
LIMA are recruiting an IT Service Desk Team Leader to manage our new End User Support Service Desk. You’ll manage a team of engineers, take responsibility for improving processes, implement best practices and report on levels of success and improvement.
As well as having leadership responsibilities, you’ll review the service desks overall performance by understanding our SLA’s, ensuring that we’re delivering the best possible service to our customers.
As well as technical leadership, you’ll be responsible for managing a team of budding engineers; their training and development, conducting 121’s and ensuring best practices are followed.
We’re creating a new service desk, so it’s a fantastic opportunity for the kind of leader that wants to progress into management, as well as staying in touch as an engineer when necessary.
Responsibilities and Accountabilities:
You will undertake a wide range of duties including but not limited to:
- Monitor the daily operation of the End User service desk
- Collaborate with the Service Desk Coordinator and Head of Service Delivery to ensure a smooth operation at all times
- Contribute to process improvement and identify workflows that require streamlining
- Ensuring that customer satisfaction is maintained by overseeing adherence to SLAs, KPIs and CSATs
- Collaborate with internal and external stakeholders to improve how we manage and deliver our service
- Monitor correct classification of tickets at the outset of logging
- Develop new starter induction training plans
- Resource planning
- Develop continuous improvement plans to ensure we’re always excelling against our SLA’s
- Manage and review KPIs and stats, and identify areas of risk and improvement
- Responding to and prioritising escalations in accordance with SLA’s
- Manage ticket quality and ensure data is well documented, and appropriate action is taken to remedy any issues
- Provide resource as an Engineer, as and when necessary
Essential Skills Required:
- Experience in a Service Desk Manager or Supervisor role
- Competent with technical data and the ability to read reports and analytics
- Act as and internal and external escalation point for stakeholders and customers
- Experience in reviewing SLAs and KPIs, and manage service desk performance accordingly
- Demonstrable experience in process improvement and best practices
- Knowledge with ITIL framework
- Self-motivated with excellent time management skills
- Executive level of written, verbal and presentational skills
Technical Skills Required:
- Active Directory
- Office 365
- M365 Intune
Desirable Skills:
- Microsoft Office Client Applications
- Microsoft Group Policy
- MS Teams
- Hardware and Network issue diagnostics
- Remote working support
- Anti-Virus and other end user security systems
- Basic Service Desk procedures such as New Starter Processes
Bonus Points For Use Of:
- Connectwise Suite
- ITGlue
- LogicMonitor
Benefits
- 25 days (plus bank holidays)
- Day off for your birthday
- Flexible working
- Hybrid work pattern (onsite/remote)
- Employee events
About Us
LIMA have been solving business challenges since 1997, through the design and delivery of award-winning IT solutions and services across a range of sectors and industries. From infrastructure and cloud solutions to managed service and support, we work with some of the leading vendors in the world to deliver outstanding solutions to the SME market.
We are entering the next exciting phase of growth having recently defined a new strategy, restructured at Board level and taken on external investment which has led to this defined role that will be instrumental in helping us achieve our goals.
