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For Companies At a Glance
- Tasks: Lead a dynamic service desk team, ensuring top-notch support and incident resolution.
- Company: Join FPSG, a forward-thinking company in the pharmaceutical manufacturing sector.
- Benefits: Enjoy a full-time role with opportunities for professional growth and development.
- Why this job: Be part of a vibrant culture that values teamwork and innovation in IT support.
- Qualifications: Experience in IT service desk roles with leadership skills; certifications like ITIL are a plus.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Exciting opportunity to lead the daily operations of a growing service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service.
Role Responsibilities
- Leading and supervising a team of service desk analysts, providing coaching, mentoring, and performance feedback to support their professional development and success.
- Coordinating and prioritising service desk activities, including incident management, request fulfilment, and problem resolution, to ensure timely response and resolution in accordance with service level agreements (SLAs).
- Monitoring service desk performance metrics and KPIs.
- Providing a hands-on role in a technical capacity, handling incidents, requests, and escalations.
- Ensuring compliance with IT policies, procedures, and standards, as well as industry regulations and best practices (ITIL, ISO, and others), to maintain a secure and compliant service desk environment.
Person Specification
- Proven experience in IT service desk or technical support role, with leadership or supervisory experience preferred.
- Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist.
- Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies.
- Familiarity with IT service management frameworks and practices, such as ITIL, ISO, and experience using service desk tools and incident tracking systems.
- Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members, build rapport with customers, and resolve conflicts effectively.
Next Steps
Apply by contacting Ciaran Ahern, 0131 270 6608 or cahern@fpsg.com.
FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Pharmaceutical Manufacturing
Service Desk Team Lead employer: FPSG
Contact Detail:
FPSG Recruiting Team
cahern@fpsg.com
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with ITIL and other relevant frameworks. Understanding these methodologies will not only help you in the interview but also demonstrate your commitment to best practices in service desk management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you motivated your team or resolved conflicts effectively.
✨Tip Number 3
Research the company culture at FPSG. Understanding their values and work environment can help you tailor your responses during discussions, making you a more appealing candidate.
✨Tip Number 4
Network with current or former employees of FPSG if possible. They can provide insights into the role and the company, which can be invaluable during your application process.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service desk roles, especially any leadership or supervisory positions. Use specific examples to demonstrate your ability to lead a team and manage incidents effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Service Desk Team Lead position. Mention your technical knowledge and how it aligns with the job requirements. Highlight your leadership skills and provide examples of how you've motivated teams in the past.
Showcase Relevant Certifications: If you have certifications like ITIL Foundation or CompTIA IT Operations Specialist, make sure to mention them prominently in your application. These qualifications are crucial for this role and can set you apart from other candidates.
Demonstrate Your Understanding of ITIL: Since familiarity with IT service management frameworks is essential, include any specific experiences you have with ITIL or similar practices. Discuss how you've applied these frameworks in previous roles to improve service desk operations.
How to prepare for a job interview at FPSG
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, demonstrating your leadership abilities is crucial. Be prepared to discuss your previous experiences in leading teams, providing coaching, and how you've motivated team members to achieve their best.
✨Familiarise Yourself with ITIL and Other Frameworks
Since the role requires knowledge of IT service management frameworks like ITIL, make sure you can articulate your understanding of these concepts. Prepare examples of how you've applied these practices in past roles to improve service desk operations.
✨Prepare for Technical Questions
Expect to face technical questions related to desktop operating systems, hardware components, and common IT technologies. Brush up on your technical knowledge and be ready to solve hypothetical problems that may arise in a service desk environment.
✨Demonstrate Customer Service Excellence
Customer service is key in this role. Be ready to share examples of how you've handled difficult customer interactions, resolved conflicts, and ensured a high level of satisfaction among end-users.
