Service Desk Team Lead - ITIL & SLA Focus

Ascent People Ltd; Noordwes; On-site; ZAR 300 000 - 420 000; Full time

Job summary

A growing retail company is seeking a Service Desk Team Leader in Liverpool to assist in managing the Service Desk's operations. The ideal candidate will have strong experience as a Service Desk Technician, leadership skills, and a good understanding of ITIL frameworks. This role requires excellent communication abilities and a proactive approach to problem-solving, ensuring the effectiveness of the IT support team.

Qualifications

• 1+ years in a team leader role; 3+ years as Service Desk Technician.
• Experience with ITIL framework and stakeholder management.
• Comfortable working autonomously and problem-solving.

Responsibilities

• Assist Service Desk Manager, supervise staff and handle IT support queue.
• Manage SLAs and evaluate documented resolutions.
• Participate in Problem and Change Management processes.

Skills

Analytic mindset

Problem-solving

Communication

Attention to detail

Team leadership

Tools

ITIL

Asana

Google Apps

Halo ITSM

Freshservice

Job description

A growing retail company is seeking a Service Desk Team Leader in Liverpool to assist in managing the Service Desk's operations. The ideal candidate will have strong experience as a Service Desk Technician, leadership skills, and a good understanding of ITIL frameworks. This role requires excellent communication abilities and a proactive approach to problem-solving, ensuring the effectiveness of the IT support team.