7 months ago
This well-known Global IT Solutions Provider is currently recruiting for a Service Desk Team Lead ready to take the next step in their career. This role will see you utilising your experience of leading, mentoring and coaching Service Desk Analysts and Engineers to deliver outstanding customer service and satisfaction.
- Ensure Systems and Processes are continually being reviewed and improved
- Have strong experience of working with and delivering to SLA's and KPI's, ensuring continued Service Delivery
- Identify trends in incidents and problems and work on solutions that will have most impact
- Look for gaps in service and continually make improvements
- Ensure knowledge articles and process document (internal and client related) is relevant and up to date in the respective repositories (ServiceNow, SharePoint, or other knowledge management tools etc.)
- Carry out staff appraisals and hold one on ones to continually develop the team
- Manage team resources to ensure business continuity
- Experience of working within a 24/7 365 support function is highly desirable
In return you can expect continued personal development, ongoing training and an exceptional benefits package.
This role will be required you to be SC Cleared or be willing to undergo the vetting process to become Security Cleared