Job Title: ServiceDesk Team Leadernormal'

WorkingHours: 40 hours per weeknormal

ContractType: permanent normal'

Salary: £35,000 - £45,000 (DOE) + Excellent Benefitsnormal'

Location: Bournemouth normal'

Job OverviewTo ensure that Service Desk incidents and problems are managed efficiently with client satisfaction and maintaining QuoStars world-class standards at the forefront. Manage both the internal and client facing service to ensure they are working efficiently and effectively. To resolve any service ticket escalations.normal'

Key Responsibilities

= Dayto day running of the Service Desk

= Identify,define, manage, monitor and report on the services and service levels requiredto support and deliver the Service Desk function

= Ensurerelevant Service Level Agreements (SLAs) are in place, managed, monitored,reported on and communicated to clients

= Coordinatethe identification and resolution of service incidents and problems and, whererequired, escalate to and co-ordinate resolution with third party suppliers

= Identifyand manage service improvement opportunities

= Ensurecontinuous service improvement is embedded in the culture and working practicesof the Service Desk

= Identifyand manage the Service Desk processes, including request management, incidentmanagement and problem management

= Responsiblefor the operational service relationship with all clients

= Ensureall service management processes are documented, maintained and adhered to

= Formpart of the 3rd line engineer team to resolve escalated incidents

= Onoccasion work with the Professional Services team to delivery projects

= Onoccasion work outside of normal office hours to ensure service delivery andsupport on-call engineers

= Maintainthe Problem Log and help to expedite the resolution of problems identified

= Contributeto the change management process; in particular represent the interests of theclient when assessing risk and impact. Monitor changes completed and updatedocumentation as required

= Ensuremajor incident response procedures have been identified, documented andmaintained and that Service Desk staff have been trained on these procedures.

= Identifyand monitor risks, governance and compliance requirements related to theService Desk environment

= Helpto specify and implement appropriate mitigation and/or control measures.

= Ensurecompliance with all relevant legislation and regulation with special emphasison IT Service Management (ISO 20000) and Information Security (ISO 27001)

= Day to day management of the Service Desk team, from121s, setting objectives, performance management, annual reviews, staffengagement and motivation

= Managethe Service Desk staffing levels and task allocation to ensure adequate coverfor operating workloads

= Strivefor continuous improvement in everything you do

• To become invloved in other taks / duties as required

= ITRelated Degree or Equivalent

= Minimum3 years work with a Service Desk supervisory role

= Minimum3 years working as a third line engineer in a client facing support role

= Technicalrequirements

= Experience with ISO20000/ITIL

= Excellent customer service, organisational, managerial and leadership skill

Desirableexperience, skills and qualificationsMicrosoft Azurenormal'

This roleis suitable for someone who:

Has a strong technical background and experience of running a service team with aspiration of developing a career in service delivery while maintaining their technical roots.Is flexible, approachable, a team player and is customer focused