The IT Service Desk Team Lead will assist the IT Service Manager in ensuring that IT Service management processes are aligned with the IT service requirements of the organisation.

Take a lead role to ensure that IT Service processes are well defined, implemented and operated across the organisation.

Lead a team of IT Service Desk staff, offering necessary direction, support and guidance.

Promote the adoption of ITIL principles within and beyond the IT Department

In this capacity the IT Service Desk Team Leader will play a major part in defined areas and projects independently.

Essential Criteria

Applicants must provide evidence by the closing date for application that they meet the following essential criteria:

1. Can demonstrate at least 2 years’ relevant experience within the last 4 years working in an IT Service Desk environment.

2. Demonstrate their experience of the following management lifecycles.
3. Incident Management
4. Service Request Management

• SLA Management

1. IT Service reporting

• Can demonstrate experience of managing a team including planning, prioritising and managing resources within a collaborative team-based environment.

4. Can demonstrate excellent troubleshooting skills
5. Can demonstrate a strong focus on customer service and a history of excellent client relations.

6. Can demonstrate ability to build strong relationships with suppliers and the business.

7. Must demonstrate (Assessed at Interview):

• Possess strong MS Office skills.
• Ability to manage own time and work accurately under pressure to meet deadlines
• Excellent planning and organisational skills.
• Excellent attention to detail.
• Effective oral and written communication skills.
• Excellent interpersonal, influencing and communication skills.
• Excellent customer service and stakeholder management skills.
• Strong analytical and problem-solving skills.

Successful candidates will be expected to obtain and/or maintain ITIL foundation certification once in post.

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