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Service Desk Team Lead / Infrastructure / Stockport / £35,000

Job Title: Service Desk Team Lead / Infrastructure / Stockport / £35,000
Contract Type: Permanent
Location: Stockport, Greater Manchester
Salary: Up to £35000 per annum + Benefits, Bonus
Start Date: ASAP
Reference: BBBH59141_1542207314
Contact Name: Ryan Gladding
Contact Email: r.gladding@parity.net
Job Published: November 14, 2018 14:55

Job Description

Service Desk Team Lead / Process / ITIL / Stockport / £35,000
Helpdesk / Servicedesk / ITIL / Process / IT / Infrastructure / Stockoprt / £35,000
UK leading Managed IT Service Provider are again expanding their Service desk capability in the Stockport based HQ. They are looking for a Service desk / Help Desk Team lead to come in and manage a growing team of 1st / 2nd line support Analysts.

The Service Desk Team Leader will be responsible for ensuring high quality response/resolution through incident management and request fulfilment processes. The Service Desk Team Leader will oversee the daily running of the Service Desk and will act as the first point of escalation for all Service Desk Technicians, leading, mentoring and managing workload for the technicians. The Service Desk Team Leader will also be responsible for training Service Desk colleagues in line with targets set by the Service and Support Manager.The Service Desk Team Leader will report into the Service and Support Manager.

Key Responsibilities

  • Day to day line management of a team of Service Desk Analysts.
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
  • Provide status reporting to the Service and Support Manager.

Monitor ticket volume and response times to ensure that Service Level Agreements are being met

  • Develop and coach team members to improve performance and delivery of service.
  • Identify and manage training and development needs in line with company procedures.
  • Manage organisational change within team.
  • Regular Team Meetings.


  • Excellent customer service skills and good written and verbal communication skills.
  • A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
  • Effective prioritisation and execution of tasks in a high-pressure environment
  • Support documentation management skills
  • Robust people management and influencing skills
  • Excellent organisational skills and excellent level of knowledge of IT technologies and processes.
  • Knowledge of call logging technology and processes.
  • Experience working to SLAs/OLAs in a similar environment.
  • Relevant ITIL qualification and or Experience.

Company Benefits-

  • 25 days paid leave + Bank Holidays
  • Contributory Pension Scheme
  • Company sick pay (after qualifying period)
  • Free independent financial wellbeing advice when you join us
  • Tailored personal development plans and career journey planning
  • Fully/Partially Funded training and commitment to develop your career
  • Free parking
  • Laptop & company mobile phone
  • Environment that focuses on your wellbeing and work enjoyment

This company are looking to double in size over the next 2 years, and are genuinely growing fast. they have an excellent reputation within their industry, and the company benefits are second to none. Please don't hesitate to get in touch for more information and send over your CV.
Service Desk Team Lead / Process / ITIL / Stockport / £35,000
Helpdesk / Servicedesk / ITIL / Process / IT / Infrastructure / Stockoprt / £35,000

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