Service Desk Lead
Liverpool
£46,066
Our client is currently looking for an experienced Service Desk professional to oversee their service-desk operations, ensuring customers and business teams receive the support they require and that service requests, incidents etc are addressed within SLA and monitored accordingly.
As a Service Desk Lead you will be actively involved in the day-to-day activities of your team, with a direct accountability for service desk performance. You will be the mentor for the team ensuring clear, structured development plans are in place along with a positive working environment for the Service Desk.
This is an important role in which you will:
- Support the Service Delivery & Infrastructure Manager in best practice for requirements analysis, planning, design, deployment and ongoing operations management and technical support of the Group's ICT infrastructure.
- Develop and provide metrics, reports and analysis to track ICT KPIs/SLAs as per customer requirements.
- Explore trends and recurring issues to find ways to look at a continual improvement to service provision.
- Assist with the delivery of projects contained within the IT Strategy.
- Ensure thorough documentation is maintained and available in an organised format for all procedures undertaken by the team.
- Ensure compliance with all IT. policy statements and procedural manuals with special reference to data protection, system security, backup procedures and disaster recovery are adhered to.
To be successful in this role you will:
- Educated to degree level or have equivalent IT Service Desk experience
- Working knowledge of key systems utilised within the business. This includes but is not limited to Active Directory, Office 365, Citrix and Mobile Device Management
- Evidence of and commitment to continual professional, leadership and personal development.
- An ITIL Foundation or Practitioner Certificate would be an advantage.
- Proven people management skills
- Proven experience building, developing and improving a successful service desk in an MSP environment.
- Experience in driving and maintaining ITIL service delivery and processes
- Track record of transforming processes to improve performance, based on intelligence led data and strong project management skills.
- Have knowledge of ICT security and auditing requirements.
What Our Client Can Offer You
They offer a modern workplace that is challenging, supportive and gives you room to grow your skills - along with a package of benefits that shows how much we value your contribution and care about your wellbeing, such as:
- 25 days holiday rising to 30 plus bank holidays (pro rata)
- Holiday purchase scheme
- Company Pension Scheme
- Company life assurance