Senior Service Desk Technican

TN United Kingdom; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Service Desk Team Leader to join their dynamic team in Manchester. This role involves supervising the Service Desk staff, managing incident resolution, and ensuring compliance with service level agreements. The ideal candidate will have a strong background in IT support, excellent communication skills, and the ability to lead a team effectively. This position offers a fantastic opportunity for growth, allowing you to step into a leadership role while contributing to the success of a growing retail company. If you're ready to take your career to the next level, this is the perfect opportunity for you.

Qualifications

• 1+ years in a team leader role, 3+ years as a Service Desk Technician.
• Strong communication and problem-solving abilities.

Responsibilities

• Assist Service Desk Manager in supervising staff and managing SLAs.
• Handle IT support queue and provide cover for the Manager.

Skills

Analytical Skills

Communication Skills

Problem-Solving

Attention to Detail

ITIL Framework Understanding

Education

Experience as Service Desk Technician

Team Leader Experience

Tools

Asana

Google Apps

Halo ITSM

Freshservice

Job description

Social network you want to login/join with:

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Client:

Ascent People

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d02800e8b05d

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Description

Service Desk Team Leader, Senior Service Desk Technician, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Service Desk Team Leader OR a Senior Service Desk Technician/Engineer who is ready to step into a team leader role to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Service Desk Team Leader role include;

* Assist the Service Desk Manager in supervising the Service Desk staff.
* Handle the IT support queue when needed.
* Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
* Aid with managing breached SLAs.
* Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
* Provide cover for the Service Desk Manager when they are on leave.
* Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
* Ensure the on-call rota is updated and provides adequate support out of hours.
* Support the Service Desk Manager with the Major Incident process.
* Contribute to communications to the wider business regarding anything that could affect IT services.
* Participate in Problem Management and Change Management processes.
* Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
* Actively seek feedback from end users and action any C-SAT survey responses.
* Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary

Experience needed to be successful in the Service Desk Team Leader role include;

* Strong attention to detail, with an analytic mindset and ability to solve complex problems
* Excellent communication skills, with the ability to build a rapport with employees at all levels.
* Ability to consistently document information concisely and accurately.
* Comfortable working autonomously, able to act with intuition.
* Ability to think outside the box to bring fresh ideas to the table
* 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician
* Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques
* Demonstrable understanding of the ITIL framework
* Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations
* Understanding of ITSM system configuration
* Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.

This is a great opportunity for an experienced Service Desk Technician who is ready to take on more of a management/team leader role.

Please send your CV for immediate consideration.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.