Find More Than 10K+
United Kingdom Jobs

Our client based in Liverpool is currently looking for an experienced IT Service Desk Lead. The position will be to deliver excellent performance and delivery from the IT Service Desk. You will be providing excellent service at all times, monitor teams performance, and provide regular updates to the service manager and business.

Responsibilities:

• Manage and Deliver excellent customer and technology services via the IT Service Desk
• Use service monitoring tools to aid problem-solving and service delivery
• Support, develop, and coordinate the effective functioning of business applications within the team.
• Interact with internal teams and 3rd party vendors as appropriate as part of the supply/delivery/support chain
• Handle escalated Service Desk tickets, incidents, and service requests as appropriate
• Resolve escalated customer and supplier/vendor issues.
• Ensure the service desk is resource sufficient at all times and ensure that the priority indicators are in check with daily monitoring
• Ensure that knowledge is effectively communicated and documented across the team and work with 2nd and 3rd line teams to promote more “shift left” where necessary
• Provide Support to the Service Desk Team, helping with tricky incidents and potential escalations and if an escalation is required, make sure the appropriate Team Lead is notified.

Skills and experience:

• Leadership Skills
• High-Level Customer Service
• A good base level of General IT knowledge
• Excellent Time and Task management skills
• Training Skills and Experience
• Detailed Knowledge of Service Desk Management Software
• Able to take ownership of escalated incidents and requests with the ability to see them through to fruition
• Experience in managing small to Medium size teams

Benefits:

• Hybrid working – 2 days in the office
• Healthcare
• Training budget

IT Service Desk Lead