Service Desk Team Lead (Onsite) Job in Liverpool, Merseyside

Service Desk Team Lead (Onsite) Job in Liverpool, Merseyside. Apply for the latest Liverpool, Merseyside jobs in Accounting/Financial/Insurance.

Service Desk Team Lead (Onsite) Job in Liverpool, Merseyside

Job Description
Service Desk Team Lead (Onsite)- Liverpool-12 Month FTC- £30,000-£36,000

A national Wealth Management company are looking for an experienced Service Desk Team Lead to join their ever-growing IT function. The role will oversee the day-to-day management of the Service Desk Team in their delivery of services to the company, providing day to day delegated line management of the Service Desk Analyst. The role is key to ensuring effective performance of the Service Desk by closely overseeing analyst performance and taking action to address any improvements required.

Responsibilities:

Lead, manage and coordinate the Service Desk analysts in their daily duties of handling colleague contacts and resolve/fulfil incident and requests in a timely manner whilst facilitating good customer service culture within the team
Evaluate and assess Service Desk analyst performance via metrics and reporting, metrics and work with analysts to address any underperformance
Ensure quality and assurance checks against each analyst is undertaken to ensure tickets are being raised containing all necessary information such as good summary and description information, are categorised and are being triaged etc. and take action to address any quality of issues
Review all colleague complaints and escalations to Service Desk, rectify any issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
Continually review Service Desk operations, processes and tooling to determine how effective they are, identifying alternative ones to improve the delivery of the services the Service Desk provides.
Manage the rota of Service Desk Analysts to ensure resources are available throughout shift cover
Represent the Service Desk on any project work which may need support in BAU from the Service Desk to ensure any required information from projects is presented to then be produced by the project to allow operational handover into the Service Desk
Assess trends and demands for services from the Service Desk to identify opportunities to address areas generating incidents from the Business so that resolution or solutions for these can be delivered to reduce the volume
Lead on MI production for the Service Desk to cover demands upon the team, identifying any resource shortfalls or issues for onward review by the DTS Service Desk and Desktop Manager as part of resource planning
Continuously oversee age of incidents and requests at the Service Desk (either personally or by delegation) to ensure tickets in backlog are being managed to resolution, and tickets in general are being resolved to SLA.
Undertake regular 121's with Service Desk Analysts, support the setting of annual objectives along with and being supported by the Service Desk and Desktop Manager
Other duties and responsibilities may apply to the role as and when requiredSkills/ Experience:

Good interpersonal skills
Has operated in a Service Desk role
Ability to work under pressure
Must have good leadership skills
Must be knowledgeable about Service Desk systems and tools
Must have good judgement and approach in handling complaints and escalation
ITIL Foundation (preferred)Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK

Job Type: Contract, Full Time
Location: Liverpool, Merseyside
Category: Accounting/Financial/Insurance
City: Liverpool
County: Merseyside
Country: United Kingdom
Salary: £30000 – £36000/annum
Benefits: