Service Desk Team Leader

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The IT Service Desk is a critical function within the IT team and provides the point of contact for all IT support within the Group, including all the user facing IT systems and applications which are used to manage and operate the wider business. This includes desktop and other personal hardware, software, line of business applications and enterprise applications.Client DetailsMichael Page are delighted to be partnering with a Manufacturing Business based in Liverpool.DescriptionKey Responsibilities:Critically review, monitor, and troubleshoot working practices to improve the timeliness and cost effectiveness of processesPromote communication within the wider business and the teamDrive and correct behaviour within the teamManage all reported issues, ensuring that they are resolved to the end user's satisfaction, with escalation procedures implemented where necessary.Proactively keep customers informed of progress through the Service DeskContinually endeavour to reduce response times, monitoring issues to meet SLAsMake best use of the Service Desk system, updating and adapting as requirements change.Produce and maintain the Service Catalogue and manage associated SLAs.Ensure KPIs and service level agreements are in place to measure success across all IT processes.Ensure that work is completed to an agreed quality standard for all services and processesProduce regular and ad-hoc management reports.Purchase and manage IT equipment for the organisationManage and coordinate members of the Service Desk team, including training where necessary.Maintain documentation for processes including Incidents, Problem, Service Request, Change and Asset management.Embed a continuous improvement ethic through effective monitoring and root cause analysis.Deliver assistance on IT related Projects within the wider IT teamDevelop relationships with key management leaders and provide ongoing reporting on IT Business Services to key stakeholdersLiaise with 3rd party vendors, resellers and support teams as required to develop relationships and maintain the existing IT Business Services ProfileKey Skills: Extensive knowledge of the operational and support aspects of computer and cloud-based systems, hardware, software and peripheral equipment including but not limited to: Microsoft Windows operating systems Active Directory, Intune, Office 365, Exchange, Teams, SharePoint, Secure Email / Mimecast, Remote Access ToolsMFA / 2FA, Duo ExperienceExperience of Incident Management, Problem Management and Service Request Management ITIL processesExcellent knowledge and proficiency in the installation, configuration and maintenance of key Microsoft technologies including Windows Desktop operating systems, Windows Server, Active Directory and Office 365 componentsExcellent knowledge and proficiency with tools for the centralised management, deployment and security controls for devices, software and other IT systemsKnowledge and proficiency with IT service management softwareKnowledge and proficiency with backup and recovery requirements for IT systemsJob OfferSalary - £32,000 - £35,000