IT Service Desk Team Leader

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This role is ideal someone who is passionate about IT and delivering great customer service and who has broad people management experience to get the best out of this team.Client DetailsMichael Page is delighted to be partnered with a global accountancy company based in Liverpool.DescriptionWhat you'll be doing?Motivate, monitor and performance manage the team to achieve individual and collective successCoach and Mentor the team and deliver feedback to team members on performance to ensure work is resolved to agreed processes, standards and KPI'sMonitor, report and analyse Team Performance and feedback results to SDMConduct and document regular one to one's within the teamEnsure Resourcing, ROTA and Duties are aligned to agreed capacity modelling and optimal performance and agreed SLA'sConflict management and resolution within the teamIncident Management: Workflow coordination for the IT Service DeskCreate and enact Process Flows to agreed standardsAct as first point of escalation for the team and customer baseDeliver and monitor Quality Assurance to ensure standards are implemented and adhered to within agreed frameworksEmbed a continuous improvement ethic through effective monitoring and route cause analysis of errors and omissions to actively seek out Service ImprovementsDeliver assistance on IT related Projects within the wider IT teamAssist on strategic decisions within the IT Service Desk departmentAttend all relevant meetings and provide regular communication to the teamProvide reporting analysis on daily and weekly basis for all work streamsAssist in the recruitment of relevant resource to ensure delivery of Service to agreed standards.Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings, discussions and sharing knowledge through appropriate documented processesProfileKey Skills:Strong People Management SkillsExtensive knowledge of the operational and support aspects of computer and cloud based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MSTeams, SharePoint, Secure Email / Mimecast, Sophos, Remote Access ToolsMFA / 2FA, DUO Experience Experience of VDI Creation and Solution Experience of Incident Management and Problem Trend Analysis

Experience:Experience of Leading / Managing Team for a minimum 3 years Experience of Incident Management Systems (ServiceNow Preferable) ITIL foundation v3.0 or greaterMCP, MOS or demonstrable experience IT Related degree or equivalent experience Job OfferSalary: £27,000 - £35,000