Service Desk Team Leader - MS Service Manager

  • Location

    Solihull, West Midlands

  • Sector:


  • Job type:


  • Salary:

    £35000 - £40000 per annum + Excellent Benefits

  • Contact:

    John McManus

  • Contact email:

  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


  • Start date:


Service Desk Team Leader - MS Service Manager

Helpdesk Software and Ticketing Systems, MS Service Manager or HEAT or Remedy or TopDesk or Hornbill or ServiceNow etc, KPI's, SLA's Windows 7/10, Desktop, Laptops, Printer, iPads, Active Directory, Break-Fix, Active Directory, SCCM, MS Office 2016, MS Exchange, High-Level of Employee Focus plus a high calibre Customer Service Ethic!

Solihull, South Birmingham, West Midlands

Excellent + Bonus + Health + Pension + 25 Days Holiday + Bank Holidays

37.5-hour week, Monday to Friday (one hour for lunch). Hours are on a rota to ensure the Service Desk is operational between 7.30am to 5.30pm with an on-call rota (currently 1 week in 4).

This established and dynamic financial services organisation are seeking a professional, challenge orientated and focused IT Service Desk Team Leader to impact and add value to their in-house IT Helpdesk and ultimately enhance their Service Desk function.

You will be responsible for Managing the Operations of the Service Desk which is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests within agreed Timescales and SLA's.

The person required will require tenacity, patience, team ethics as well as the flexibility to go the extra mile and offer a 1st class customer experience.

Reporting to the Datacentre Services Manager, you will Lead, Advise, Guide and Mentor your Team of 6 x Service Desk Analysts, being the main point of escalation for all stakeholders including end users with internal and external technical issues.

You will also be the effective owner of the Service Desk tools, Hardware & Software used to deliver 1st class services within the team.

Day to day your team will be supporting over 1,300 users from a Microsoft Data Centre and your key responsibilities will require ensuring your team respond in a timely manner to calls, queries or fault reports whether these are raised by phone, email or via a service desk database.

In this role you will be required to:

  • Respond positively to end user calls, e-mails or raised tickets, resolve immediately where possible and if not possible route quickly and effectively to appropriate contact
  • Ensure that the Service Desk is an excellent deliverer of Customer Service
  • Ensure that the Service Desk system is used effectively and efficiently by the team
  • Discover, diagnose and triage user's issues effectively and efficiently
  • Be the Lead in the development of good customer service practices
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  • Maintain individual Personal Development Plans for each member of the Service Desk team
  • Undertake any other duties of a similar level and responsibility as required from time to time
  • Previous experience of Leading a Service Desk Team is essential

Additional requirements:

  • A full UK Driving Licence is essential.
  • Previous experience of working on a Service Desk Team Leading is essential.
  • Exposure to Active Directory and SCCM will be an advantage.

Take this opportunity to rise above your peers and secure a role to elevate your IT career.