Help Desk Team Leader

IT Service Desk / Help Desk Team Leader

A leading car company in Reading, are hiring for a IT Service Desk Team Leader to join their team on an on-going contract role. The position is focussed on supporting the IT service desk manager to ensure that high service levels are maintained.

The Role

This role will focus on increasing user and customer satisfaction, whilst supporting and driving the improvement of internal and external operations and systems.

This opportunity requires someone with a solid background in a professional and operational IT Service Desk or IT Help Desk environment.

They will be responsible of the full line management responsibilities for the Helpdesk team including task management of the staff and rotas, assisting with calls via the ticketing system through to resolution in accordance with SLA's and providing an escalation point for the Helpdesk and external customers. Therefore any evidence of the following would be a plus:

• ITIL qualification or experience
• Client facing skills
• A high level of written and oral communication skills combined with the ability to communicate with customers

• You will have a minimum three years' experience within an IT Helpdesk/IT Service support role.
• Day to day hardware, software and application support.
• You will provide excellent customer experience and high quality IT support.
• You will have excellent verbal and written communication skills and the ability to interact professionally with a diverse group (executives, managers & subject matter experts) whilst providing an excellent customer experience.
• Monitor cases nearing their SLA limit and ensure that agents are responding and resolving them by the target dates
• Highlight risks to the Help Desk manager where KPIs cannot be met
• Manage the rota to ensure that all contact channels are effectively resourced

Project People is acting as an Employment Business in relation to this vacancy.