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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 dedicated to equal opportunities and professional growth.
- Benefits: Enjoy a collaborative work environment with opportunities for coaching and development.
- Why this job: Make an impact by leading a team and enhancing customer service in a tech-driven role.
- Qualifications: Experience in IT support and leadership, with relevant certifications like ITIL preferred.
- Other info: Contact Ciaran Ahern to apply and take the next step in your career!
The predicted salary is between 36000 - 60000 £ per year.
Overview
Ref: 103609
Service Desk Team Leader / ITIL
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
Responsibilities will include:
- 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. Expected to be at least 50% – 60%. Lead from the front attitude.
- 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
You will have the following skills:
- 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
Equal Opportunities
FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.
FPSG | Service Desk Team Lead employer: FPSG
Contact Detail:
FPSG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FPSG | Service Desk Team Lead
✨Tip Number 1
Make sure to highlight your leadership experience in IT service desk roles. Share specific examples of how you've successfully managed teams and improved service delivery, as this will resonate with the hiring managers.
✨Tip Number 2
Familiarize yourself with ITIL and other relevant frameworks. Being able to discuss how you've implemented these practices in previous roles can set you apart from other candidates.
✨Tip Number 3
Demonstrate your technical knowledge by being prepared to discuss common IT issues and solutions. This hands-on approach will show that you're not just a leader but also technically proficient.
✨Tip Number 4
Prepare to showcase your communication and interpersonal skills. Think of examples where you've motivated your team or resolved conflicts, as these are crucial for a Service Desk Team Lead role.
We think you need these skills to ace FPSG | Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT service desk roles and any leadership positions you've held. Emphasize your technical knowledge and familiarity with ITIL and other relevant frameworks.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and explain how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've led teams or improved service desk operations in the past.
Highlight Relevant Certifications: If you have certifications like ITIL Foundation or CompTIA IT Operations Specialist, make sure to mention them prominently in your application. These credentials are important for this role and can set you apart from other candidates.
Showcase Leadership Skills: Demonstrate your leadership abilities by providing examples of how you've coached or mentored team members in previous roles. Highlight your communication skills and ability to motivate others, as these are key for the Service Desk Team Lead position.
How to prepare for a job interview at FPSG
✨Show 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, how you motivated your team members, and any specific challenges you overcame while supervising others.
✨Familiarize Yourself with ITIL Practices
Since the role emphasizes ITIL compliance, make sure you understand its principles thoroughly. Be ready to explain how you've applied ITIL practices in past roles, particularly in incident management and service delivery.
✨Highlight Technical Proficiency
You should be able to showcase your technical knowledge of desktop operating systems, hardware components, and common IT technologies. Prepare examples of how you've resolved technical issues in the past, especially in a service desk environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle conflicts. Think of specific situations where you successfully managed incidents or escalations, and be ready to walk the interviewer through your thought process.
