1
applicant
Service Desk Team Lead
at LRQA group Birmingham in Birmingham (Published at 10-02-2025)
Role purpose:
Team Leadership and Management:
Technical/Professional Qualifications/Requirements:
Education and Experience:
- Lead and manage a global team of Service Desk Engineers to deliver high-quality first-line IT support services for LRQA employees worldwide.
- Act as the primary point of escalation within the Service Desk team, ensuring efficient resolution of complex issues and seamless service delivery.
- Support the implementation of IT service management processes and initiatives to align the Service Desk with organisational objectives and industry best practices. Drive a culture of collaboration, continuous improvement, and customer-centricity within the team.
Team Leadership and Management:
- Supervise and mentor a global team of Service Desk Engineers, ensuring clear direction and accountability for performance.
- Conduct regular one-to-one meetings and performance reviews, providing coaching and identifying development opportunities for team members.
- Coordinate team schedules and workloads to ensure adequate coverage across different time zones.
- Monitor and manage incident, request, and problem tickets to ensure SLAs and KPIs are consistently met.
- Act as an escalation point for complex or high-priority issues, ensuring timely resolution and effective communication with stakeholders.
- Collaborate with other IT teams to address cross-functional incidents and minimize impact on business operations.
- Support the implementation of ITIL processes, including incident, request, and problem management, within the Service Desk team.
- Identify opportunities for service delivery enhancements and implement initiatives to improve team efficiency and user satisfaction.
- Maintain and update the knowledge base, ensuring accurate and accessible documentation for the team.
- Provide regular updates to the Service Desk Manager on team performance, challenges, and achievements.
- Contribute to the development of monthly service reports, highlighting key metrics and recommending improvements.
- Engage with end-users and stakeholders to gather feedback and ensure the Service Desk aligns with business needs.
- Utilise ITSM tools, such as Halo ITSM, to monitor and manage the team’s workload effectively.
- Ensure team members are proficient in using Service Desk tools and platforms.
Technical/Professional Qualifications/Requirements:
Education and Experience:
- Proven experience in a Service Desk or IT support role, with at least 1-2 years in a leadership or supervisory position.
- Experience managing or supporting a geographically dispersed team in a global organisation.
- Strong understanding of ITIL principles, with ITIL 4 Foundation certification preferred.
- Familiarity with ITSM platforms, such as ServiceNow, or similar tools for managing incidents and requests.
- Technical knowledge of IT infrastructure and systems, including Windows, Active Directory, networking, and cloud services.
- Excellent leadership and people management skills, ability to inspire and develop a high-performing team.
- Strong problem-solving and analytical skills, with the ability to address complex technical issues effectively.
- Exceptional communication skills, both written and verbal, to engage with technical and non-technical audiences.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Experience working within an ITIL-aligned environment.
- Additional certifications in relevant technologies (e.g., Microsoft, Cisco, Azure).
- Knowledge of agile and DevOps methodologies and their application in IT operations.
Recent jobs at LRQA group
-
10 Feb
Service Desk Engineer
LRQA group,
Birmingham -
28 Oct
Service Desk Engineer
LRQA group,
Birmingham
