IT Support Team Lead - ITIL-Driven Service Excellence

Xact Placements Limited; Reading; On-site; GBP 45,000 - 75,000; Full time

Job summary

Xact Placements Limited in Reading is seeking a Head of 2nd & 3rd Line Support to lead the teams, drive performance, and ensure SLAs are met. You will design and document cutting-edge infrastructure using ITIL principles and best practices, collaborating with the Service Desk Manager to guide incident resolution and service delivery.

Ideal candidates have a track record in IT managed services, strong leadership, and the ability to explain technical concepts to senior stakeholders.

Qualifications

• Proven leadership in IT managed services delivery.
• Excellent escalation handling and customer service.
• Ability to communicate technical concepts to diverse audiences.
• Strong time management under deadlines.

Responsibilities

• Lead the Incident Management Team under the Service Desk Manager.
• Develop training programs to boost product knowledge.
• Review and implement processes to improve efficiency and effectiveness.
• Provide expert advice to resolve operational issues and complex queries.
• Monitor SLAs and produce insightful performance reports for management.
• Lead critical support escalations with ITIL-driven strategies.

Skills

Team leadership

Customer handling

Stakeholder communication

IT systems & networks

Education

ITIL Certification

Tools

ITIL

Incident Management

Problem Management

Job description

Xact Placements Limited in Reading is seeking a Head of 2nd & 3rd Line Support to lead the teams, drive performance, and ensure SLAs are met. You will design and document cutting-edge infrastructure using ITIL principles and best practices, collaborating with the Service Desk Manager to guide incident resolution and service delivery.

Ideal candidates have a track record in IT managed services, strong leadership, and the ability to explain technical concepts to senior stakeholders.