Service Desk Team Lead

IT Service Team Lead
London/Hybrid
Up to 40k

Austin Fraser is working with a company in the health and education sector looking to onboard an IT Service Desk Team Leader to assist clients and internal staff with technical queries. The ideal candidate must have proven experience leading a team, working in the technology sector and able to work well under pressure. This is a great opportunity to join a company committed to supporting your growth and development. In return you will benefit from a solid benefits package.

Responsibilities:

• Lead a team of 4
• Ensure service tickets are resolved in a timely manner and with a high degree of customer service and expertise.
• Liaise with the Managed Services provider as required using the agreed request fulfilment, incident management and change management processes.
• Support the User management processes
• Suggest, implement and embed improvements to IT systems, processes and culture so that solutions meet goals and objectives.

The ideal candidate will

• Proven experience providing exceptional customer service
• In-Depth knowledge of ITIL processes and procedures and strong understanding of the ITIL service lifecycle and the 5 lifecycle stages
• Experience of hardware and software installation and configuration
• Good knowledge of Windows operating systems, Exchange Online, Office 365, Microsoft 365, Microsoft Office packages.
• Knowledge of service management tool, Freshservice
• Ability to work under pressure
• Proven experience leading a team
• Proven experience providing technical support 

If this role sounds like you..apply now!

Austin Fraser is committed to being an equal opportunities employer, and encourages applications from candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity status.

Due to the volume of applications received, we are unable to provide individual feedback to unsuccessful applicants.

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