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Service Desk Team Leader job in Newcastle upon Tyne

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Job Ref:  204694814
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Newcastle upon Tyne
Post Code:  NE2
Salary:  £25000 - £26000/annum
27/09/2016 03:43
To lead a team of service desk analysts, second line support and MDM analysts in delivering a customer
centric, fix focused Service Desk service to demanding internal business users.
* Ensure the effective delivery of Service Desk objectives, including processes, knowledge, quality and performance management
* Day to day management of the Service Desk team in line with agreed SLA's/KPI's
* Implement, measure and improve quality framework for call handling and customer satisfaction
* Ensure the IT Service Desk documentation is managed, and improved as per the current standards.
* Ensure the knowledge base, KEDB and Service Management tools are used effectively and consistently across the team
* Ensure HR and People Management issues are handled effectively and within policy.
* Ensure service acceptance criteria reflects the Service Desk needs and ensure the timely delivery of training and knowledge within the team ahead of the service take on
* Ensure close alignment of Service Desk with the supporting Service Management processes; Incident, Problem, Change, Asset, Catalogue and Knowledge
* Ensure objectives and performance management/Training and Development of the team
* Comply with all service delivery agreements and KPIs and provide commentary and corrective actions to the Service Desk Manager on service improvement
* Ensure areas which could potentially adversely affect the business are highlighted and escalations are managed effectively and efficiently
* Proactively identify ways for systems to improve service delivery and operational effectiveness, preparing robust business cases for senior leadership team
* Promote collaborative working with capabilities, maximising results and driving service excellence
The following qualities/experience are essential:

* Minimum of 2yrs in an IT Service Management environment/role
* Demonstrable leadership skills
* Understanding of ITIL framework
* Demonstrable experience of customer relationship management including feedback and escalation channels
* Strong experience in the use of Service Management Tools e.g.: Service Now, HP Service Manager, Remedy
* Strong communication and presentation skills, written and verbal
* An independent, self-starter and a strong leader of people
* Demonstrates teamwork at the highest level, highly collaborative approach, among the first to volunteer to help others succeed
* Ability to engage and influence employees, peers and service consumers.
* Strong customer & delivery focus, meeting and exceeding customer expectations
* Can learn new skills and knowledge, picks up on technical and business challenges quickly
* Adaptable to rapid change, with a flexible approach to work activity
* A willingness to challenge the status quo
* Ability to communicate and work with Senior members of the IT and Business organisation

The following qualities/experience are desirable:

* Demonstrable IT Infrastructure Domain knowledge of IT Infrastructure domain knowledge Windows
* 7/XP
* Demonstrable experience of managing multi skilled teams
* Awareness of VOIP Telephony
* ITIL accreditation
* Previously held leadership position

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