IT Service Desk Team Leader

IT Service Desk Team Leader

The Role

This role provides a great opportunity to drive positive change within our business. This role will lead an effective service desk in line with ITIL standards, putting customer service at the core. You will provide advice, guidance, and ensure resolutions are in line with agreed timescales. You will also be responsible for the technical management of our IT environment.

You will ensure that the root causes of common and recurring incidents are understood and remedies implemented.

Duties

• Maintain, manage, and develop the IT Service Desk with 3rd party vendors
• Escalate issues to external MSP as required
• Devise, agree, and execute SLAs, standards, and procedures
• Develop and report on service desk satisfaction and usage
• Set up, configure, and relocate IT equipment
• Administer and maintain a large-scale Microsoft 365 ...