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Senior Service Desk / 1st Line Team Leader

Location: TWICKENHAM, MIDDLESEX Salary: 24000.00 - 27000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 2 months ago Reference: 3109117
Senior Service Desk / 1st Line Team Leader required for an established company with offices in Twickenham. You will have experience in team leading OR have the desire to work in a more senior capacity (No team leader skills are necessary)

You will lead a small team whose goal is to provide 1st line support to over 1000 internal users.


Key Responsibilities & Accountabilities
• Managing the day to day running of the 1st line team
• Supervising the team across two main locations (Both in Twickenham)
• Weekly teams meetings to review incidents and act as escalation point
• Developing and improving career development, goal setting and guidance supported by appraisal and regular performance reviews
• Incident and request resolution to agreed service levels at six UK sites and for colleagues working remotely
• Providing a service that supports and is inline with business needs
• Effectively prioritising work in a busy environment
• Following Operations ITIL based processes including Incident, Problem and Change
• Escalation to colleagues in Technology for 2nd & 3rd line support
• Escalation to service partners -- 3rd party suppliers -- to ensure speedy incident resolution
• Add and update technical support documents

Skills required:
• Technical background with good knowledge of technology including both PC support and Macs (50-50)
• A genuine desire to manage a small IT team
• ITIL knowledge is desirable but not essential
• Experience working in a support environment.
• Able to judge when things need to be escalated
• A self-starter with the ability to self-manage workload, targets and priorities
• A high degree of personal initiative with the drive, resilience and ability to meet challenging goals
• Able to multi-task across several concurrent projects and activities

If this role would be of interest to you, please apply with your most up-to-date CV and I will give you a call to discuss the role in more detail.


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