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IT Service Desk Team Leader

Location: CENTRAL LONDON, LONDON Salary: 225.00 - 250.00 GBP Per Day
Sector: Technology Job Type: Temporary
Shift Type: FULL TIME Applications: 7
Posted: 24 days ago Reference: 3105944
IT SERVICE DESK TEAM LEADER- ITSM/JIRA/SUNRISE/2ND LINE SUPPORT

Our client based in Central London are recruiting for a Service Desk Team Leader.

The Service Desk Team Leader will be working in conjunction with the “Early Shift Team leader” and reports directly to the Service Desk Manager, who is based in London. The core responsibilities are to act as a local Team leader and point of escalation for all issues that affect the 6 Service Desk  from 10:30 - 3pm.  After 3pm you will switch to managing the rest of the London team (30 staff) for the remainder of the shift (3pm-7pm).

Key Tasks and deliverables

Daily responsibilities will include:

● Rota management for the local site in conjunction with the other sites to provide adequate shift cover for our 7am to 7pm support window. (Shift cover, Holiday requests, Sickness)
● Rota management for the remote sites
● Local staff appraisals and objective settings in conjunction with the SD Manager
● ITSM queue monitoring and management (Continually monitor JIRA ITSM queues to ensure incidents and requests are addressed in a timely manner according to the set SLA’s. Chase analysts or supporting teams for updates were needed and provide advice or technical support to keep tickets moving towards a resolution)
● Construct and supply reports/statistics on a weekly basis from the ITSM tool (Currently JIRA, will be moving to Sunrise in the next 3 months)
● Act as a single point of contact for local staff regarding IT issues and queries and provide expertise to various sites across the UK
● Prioritise workloads and effectively manage the local team in accordance to the overall IT goals
● Write and publish support documentation to assist staff with requests for information & provide staff training if required
● Procure external or third party technical support where problems cannot be resolved in house
● Monitor local stock of peripherals and consumables

Experience Required

● Minimum 2 years previous SD team leader experience required
● Minimum 2 year’s experience as a 2nd Line SD analyst or technical lead



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