Service Desk Team Leader- Worcestershire

Service Desk Team Leader- Worcestershire

  • Location

    Kidderminster, Worcestershire

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Christina Papageorgi

  • Email:


  • Job ref:


  • Published:

    over 1 year ago

  • Expiry date:


  • Consultant:


Service Desk Team Leader/ IT Support Team Leader

This is an excellent opportunity to join a successful organisation as a Service Desk Manager/ Support Manager managing two members of staff.


  • Responsible for leading the team of Service Desk Technicians

  • Define the strategy, create a plan and lead the change to support the development of drp's Service Desk Support Team.

  • Provide team leadership, staffing mentorship and governance of the Service Desk resources

  • Overseeing incoming request, incidents and issues from a diverse portfolio of in-house clients

  • Managing and co-ordinating complicated support issues

  • Acting as an escalation point for all requests and incidents

  • Developing and maintaining escalation process procedures

  • Ensuring the timely resolution of incidents and requests in line with SLA's

  • Implementing and maintaining best practice ITIL processes

  • Provide data and report KPIs and trends to management on a regular basis

  • Manage the process for communicating Major Incidents

  • Managing any major incidents from start to completion

  • Supervising and supporting team of Service Desk Analysts


  • Proven experience in a Service Desk environment / Lead role

  • ITIL Service Delivery / ITIL Foundation understanding

  • ITIL Service and Foundation understanding

  • Service desk and incident management

  • Service level management

  • Prior experience in an IT related technical support customer facing role

  • Knowledge of ITIL methodologies (ITIL certification desirable, but not essential)

  • Experience with providing first & second line support of desktop & data centre technologies (i.e. Operating Systems, Server, Network, Monitoring, Storage & Backup infrastructure.)

  • Solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond.

If this sounds like you apply immediately to be considered

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