Help Desk Team Leader

Xact Placements Limited; Reading; On-site; GBP 50,000 - 65,000; Full time

Job summary

XACT Placements Ltd. is seeking a senior IT service delivery lead to take charge of 2nd and 3rd line support teams, drive performance, and ensure SLAs are consistently met.

You will design and document infrastructure with ITIL practices, develop training, monitor KPIs, manage escalations, and communicate with senior stakeholders to deliver excellent customer service. The role focuses on improving service delivery, leading teams, and partnering with management to drive continuous improvement in a

Qualifications

• A deep understanding of IT Managed Services and a proven track record in team leadership.
• Stellar customer handling and escalation management skills.
• The ability to communicate technical information with clarity to diverse audiences, including senior stakeholders.
• A knack for prioritising tasks and delivering under pressure with strict deadlines.
• Technical know-how in IT systems, networks, databases, Microsoft, VMware, cloud technologies, and server environments.
• Familiarity with PC hardware, Microsoft operating systems, and networking essentials.
• A history of motivating and inspiring teams to achieve their best.

Responsibilities

• Collaborate with the Service Desk Manager to guide the Incident Management Team, ensuring top-notch support on a daily basis.
• Develop training programs that boost product knowledge and keep the team at the forefront of technology.
• Review, recommend, and implement processes to enhance team efficiency and effectiveness.
• Provide expert advice to resolve operational issues, address complex queries, and deliver solutions that impress.
• Monitor SLAs, produce insightful reports, and highlight opportunities for improvement to management and service owners.
• Lead critical support escalations with a problem-solving mindset and ITIL-driven strategies.
• Drive exceptional service delivery through proactive communication and efficient incident resolution.

Skills

Team leadership

Incident management

SLA monitoring

Stakeholder communication

Cloud technologies

VMware

Windows Server

Tools

ITIL

ServiceNow

VMware

Windows Server

Job description

Your Mission

Take the reins of my client’s 2nd & 3rd Line support teams, driving outstanding performance and ensuring Service Level Agreements (SLAs) are consistently met. Lead with technical expertise, implement best practices, and bring ITIL principles to life by designing and documenting cutting-edge infrastructure.

What You’ll Do

• Inspire & Support the Team: Collaborate with the Service Desk Manager to guide the Incident Management Team, ensuring top-notch support on a daily basis.
• Empower Talent: Develop training programs that boost product knowledge and keep the team at the forefront of technology.
• Streamline Operations: Review, recommend, and implement processes to supercharge team efficiency and effectiveness.
• Problem-Solve Like a Pro: Provide expert advice to resolve operational issues, address complex queries, and deliver solutions that impress.
• Track & Report: Monitor SLAs, produce insightful reports, and highlight opportunities for improvement to management and service owners.
• Own the Big Issues: Lead critical support escalations with a problem-solving mindset and ITIL-driven strategies.
• Elevate Customer Experience: Drive exceptional service delivery through proactive communication and efficient incident resolution.

What You Bring

• A deep understanding of IT Managed Services and a proven track record in team leadership.
• Stellar customer handling and escalation management skills.
• The ability to communicate technical information with clarity to diverse audiences, including senior stakeholders.
• A knack for prioritising tasks and delivering under pressure with strict deadlines.
• Technical know-how in IT systems, networks, databases, Microsoft, VMWare, cloud technologies, and server environments.
• Familiarity with PC hardware, Microsoft operating systems, and networking essentials.
• A history of motivating and inspiring teams to achieve their best.

Your Edge

• ITIL certification and a solid grasp of ITIL Problem Management principles.
• A passion for outstanding customer service and continuous improvement.
• Leadership qualities that earn trust, respect, and admiration.
• A commitment to excellence, collaboration, and innovation in everything you do.