Service Desk Team leader

Essential Criteria:

Qualifications and Training:

Degree in computer-related discipline or equivalent certified training, or extensive practical IT service desk experience in a medium to large organisation

Experience:

Extensive experience of working in a busy Technology Service Desk Team supporting a remote user base in an Active Directory environment, using IT software tools for logging incidents

Proven Supervisory experience of leading, coaching, motivating and performance managing a customer-facing team in a busy environment to achieve Key Performance Indicators and meet demanding Service Level Agreement standards

Experience in implementing and managing change to improve processes and customer service

Skills:

Adept at communicating effectively, negotiating assertively and influencing behaviour of a range of internal and external users and stakeholders, including senior managers, with tact and sensitivity to provide reassurance and rapid resolution of complaints and issues raised

Self-starter, highly self-motivated, with a positive and pro-active approach to addressing challenges and the ability to work under pressure to produce high quality work

Effective organizational, time management and planning skills

Excellent verbal and written communications skills with the ability to capture, record and relay complex data and information in a concise and straightforward manner