Please click here to apply: http://www.professionalsinlaw.com/job/12347/service-desk-team-leader/

JOB SUMMARY

To supervise the smooth running of the service desk, ensure full service and cover is in place; to work closely assisting the IT Service and Operations Manager will day to day tasks.

PRINCIPAL TASKS AND RESPONSIBILITIES

Supervise the day to day running of the service desk.
Manage holiday for service desk and technical teams when IT Service and Operations Manager is absent.
Manage cover for holiday and sickness for service desk and technical teams when IT Service and Operations Manager is absent.
Weekly rota management for service desk team and technical team and out of hours function when IT Service and Operations Manager is absent.
Point of escalation for issues that cannot be resolved at 1st or 2nd line.
Manage P1 incidents ensuring IT Service and Operations Manager are kept informed.
Monitor and create up to date documentation and instructions for the team and maintain the IT Service Desk filesite area.
Monitor calls logged in Manage Engine Call Logging System.
Inform users of progress with issues.
Lead daily huddles with the service desk.
Assist the IT Service and Operations Manager in managing customer service and satisfaction and continuous service improvement.
Assist the IT Service and Operations Manager with any other duties and IT Projects.
PERSONAL ATTRIBUTES:

Strong people management experience
Excellent communicator with confident attitude both written and verbally.
Strong team player with flexible approach.
Motivated with a willingness to learn and drive motivation within the team.
Self-motivated, but will actively seek guidance.
Strong analytical skills, logical and structured in approach.
Proactive – seeking to get things done and deal with a variety of tasks.
Ability to create a positive and engaging work environment.
Articulate in both verbal and written communication.
Flexibility to take on other tasks and responsibilities as the needs arise.
BENEFITS

Competitive salary
25 days annual holiday
Pension Scheme
Private Medical Insurance
Permanent Health Insurance
Life Assurance
Interest free Season Ticket Loan
Childcare vouchers
Cycle to work Scheme
Staff Introductory Scheme
Employee Assistance Programme
HOURS OF WORK

The Service Desk function starts from 08.00am through to 18.30pm and follows the following shift rota:

08.00 – 16.30

09.00 – 17.30

10.00 – 18.30

Please click here to apply: http://www.professionalsinlaw.com/job/12347/service-desk-team-leader/