8th January 2024
Service Desk Team Lead
PMO / Project Support
London - The City
Up to £70,000 per annum
Service Desk Team Lead
City of London
Up to £70,000 per annum
On behalf of a Key Spencer Rose client, we have a fantastic opportunity for a Team Leader to manage the EMEA IT Operations Administrator Team (Service Desk) and be the key point of contact for the End User community. This position would be great for someone with some previous experience in an IT Leadership support role who is keen to develop their leadership skills further and in a larger setting.
Due to the organisation operating a hybrid work model, you must be within commutable distance of their City of London offices and willing to be office based at least 3 days per week.
- Managing the EMEA Operations Team and acting as the key point of contact for user incidents & requests and ensuring a white glove service is provided/tracked for VIPs within the firm.
- Ensuring incidents/requests are correctly tri-aged and prioritized to effective resolution, including user expectation & effective communication.
- Lead by example to set the standard for support and manage all queues to ensure that no calls are unanswered or unassigned.
- Track all associated KPI’s & CSFs, as well as undertaking frequent reviews to make sure they remain relevant and effective in delivering the right outcome to our customer base.
- Use existing Data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied.
- Continuously look for ways to develop & improve the entire team, identify training & personal development requirements.
- Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
- Educate colleagues on best practice, adoption & utilization of technology to improve services.
- Review all frequent Start of Day checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals.
- Provide support with hardware and software maintenance.
- Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems.
- Act as the first management point of escalation and complete ownership for EMEA user incidents, service requests and service quality, with a set, agreed backlog of service improvement.
- Working together with Global Leads to ensure work is prioritized and handed over correctly between regions as part of a Follow-The-sun support model.
- Managing the work demands & backlog of the team for effective resource Management.
- Playing an active role in the global platforms’ leadership team, setting the standards for how services are delivered to the business.
Experience/Skills Required:
- Previous experience within a customer facing IT Support Team leadership role
- Good knowledge of ServiceNow ITSM (or similar).
- Experience with the below technology, or similar:
- VMWare ESXi, VCentre & Horizon
- Storage technologies
- Backup tools (ie, Commvault or similar)
- Azure AD (including, but not limited to conditional access, SSO, application registration, provisioning), M365 & Intune
- Windows Server/client
- Windows certificate services
- Active Directory (and associated technologies), Exchange Server, clustering, and file servers
- SMTP
- HPe hardware
- Network routing/802.1x/firewalling
- Cisco call manager
- Monitoring and alerting techniques. (ie, SolarWinds)
- Customer oriented, with a passion for delivering excellent service and continuous improvement.
- Excellent communication skills, able to provide technical support over the telephone, chat, or face to face.
- Experience delivering a White Glove’ service to VIPS.
- Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous.
- Knowledge and experience of – Active Directory & Azure Active Directory administration.
Consultant - Brendan Connolly
Telephone: 0207 392 7512
Email: brendan.connolly@spencer-rose.com
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