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- Tasks: Lead a team, manage IT support, and ensure smooth service desk operations.
- Company: Join a growing retail company making waves in the industry.
- Benefits: Enjoy a dynamic office environment with opportunities for growth and development.
- Why this job: Step up your career in IT management while making a real impact.
- Qualifications: 1+ years in a team leader role and 3+ years as a Service Desk Technician required.
- Other info: This is an office-based role in Liverpool, not hybrid.
The predicted salary is between 36000 - 60000 £ per year.
My client, a growing name in the retail area, is looking for a Service Desk Team Leader or a Senior Service Desk Technician/Engineer who is ready to step into a team leader role to assist the Service Desk Manager with the general running of the Service Desk.
Key Responsibilities for the Service Desk Team Leader role include:
- Assist the Service Desk Manager in supervising the Service Desk staff.
- Handle the IT support queue when needed.
- Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
- Aid with managing breached SLAs.
- Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
- Provide cover for the Service Desk Manager when they are on leave.
- Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
- Ensure the on-call rota is updated and provides adequate support out of hours.
- Support the Service Desk Manager with the Major Incident process.
- Contribute to communications to the wider business regarding anything that could affect IT services.
- Participate in Problem Management and Change Management processes.
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
- Actively seek feedback from end users and action any C-SAT survey responses.
- Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary.
Experience needed to be successful in the Service Desk Team Leader role include:
- Strong attention to detail, with an analytic mindset and ability to solve complex problems.
- Excellent communication skills, with the ability to build a rapport with employees at all levels.
- Ability to consistently document information concisely and accurately.
- Comfortable working autonomously, able to act with intuition.
- Ability to think outside the box to bring fresh ideas to the table.
- 1 year + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician.
- Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques.
- Demonstrable understanding of the ITIL framework.
- Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
- Understanding of ITSM system configuration.
- Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.
This is a great opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role. Please send your CV for immediate consideration. Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.
Service Desk Team Leader employer: Ascent People
Contact Detail:
Ascent People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for this role. Understanding its principles will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Brush up on your communication skills, especially in managing difficult stakeholders. Practising how to articulate your thoughts clearly and confidently can set you apart during discussions with the hiring team.
✨Tip Number 3
Showcase your leadership potential by preparing examples of how you've successfully led teams or projects in the past. Highlighting your ability to motivate and guide others will resonate well with the hiring managers.
✨Tip Number 4
Get comfortable with tools like Asana and ITSM software such as Halo ITSM or Freshservice. Being able to discuss your experience with these tools will demonstrate your readiness to hit the ground running in this role.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk roles, particularly any leadership or team management experience. Use keywords from the job description to demonstrate your fit for the Service Desk Team Leader position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and ability to build rapport with stakeholders. Mention specific examples of how you've handled complex problems or managed teams in previous roles.
Highlight ITIL Knowledge: Since the role requires an understanding of the ITIL framework, be sure to mention any relevant certifications or experiences you have with ITIL practices in your application materials.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully solved complex issues in past roles. This will demonstrate your analytical mindset and ability to think outside the box, which are key for this position.
How to prepare for a job interview at Ascent People
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, you'll need to demonstrate your ability to lead and manage a team. Prepare examples from your past experience where you've successfully supervised staff or handled challenging situations. Highlight your leadership style and how it aligns with the company's values.
✨Understand ITIL Framework
Since the role requires a solid understanding of the ITIL framework, brush up on its principles and how they apply to service management. Be ready to discuss how you've implemented ITIL practices in previous roles and how they improved service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult stakeholders. Think of specific instances where you resolved conflicts or managed expectations effectively, and be prepared to explain your thought process.
✨Demonstrate Communication Skills
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely. Be prepared to discuss how you've built rapport with colleagues at various levels and how you ensure effective communication within a team.
