Senior Service Desk Team Leader - Onsite in Liverpool

Ascent People Ltd; Noordwes; On-site; ZAR 300 000 - 600 000; Full time

Job summary

A leading company in the retail sector is seeking a Senior Service Desk Technician ready to transition into a Team Leader role. You will support the Service Desk Manager in managing the team, ensuring effective incident management, and maintaining performance metrics. Ideal candidates will have strong communication skills, ITIL knowledge, and experience in a similar role, along with comfort in stakeholder engagement. This opportunity offers growth potential in a supportive environment.

Qualifications

• 1+ years in team leader role with 3+ years as Service Desk Technician.
• Demonstrable understanding of the ITIL framework.
• Experience in ITSM system configuration.

Responsibilities

• Assist the Service Desk Manager with supervision and incident management.
• Track performance against SLAs and manage on-call rota.
• Support the Major Incident process and provide cover for the Service Desk Manager.

Skills

Attention to detail

Analytic mindset

Excellent communication skills

Problem solving

Stakeholder management

Tools

Asana

Google Apps

Halo ITSM

Freshservice

Job description

A leading company in the retail sector is seeking a Senior Service Desk Technician ready to transition into a Team Leader role. You will support the Service Desk Manager in managing the team, ensuring effective incident management, and maintaining performance metrics. Ideal candidates will have strong communication skills, ITIL knowledge, and experience in a similar role, along with comfort in stakeholder engagement. This opportunity offers growth potential in a supportive environment.