Service Desk Teamleader

SC Cleared Service Desk Team Leader

*Lancashire - Preston

*3 months +

*£150 - £200 a day

*Inside Ir35

*Leadership skills

The successful candidate will join an IT service delivery command centre team delivering managed service solutions. The role will lead day to day IT processes for Event, Incident, Change and Problem Management within a Command Centre and manage a team of Support Analysts.

This role operates in 24x7 environment, covering 12 hours shifts of days and nights. Full details of this pattern will be discussed with successful candidates at interview.

Because of the nature of support the ideal candidate will need to be SC security cleared or able to obtain it. British nationals only.

Responsibilities include but are not limited to:

  • Initial management escalation point for all support groups within the command centre

  • Manage ServiceNow Major Incident tickets by priority and workload to ensure contract SLA's are met, tickets updated and customers informed of progress

  • Manage a team of Support Analysts who will be monitoring, alerting & reporting on servers

  • Lead the creation of product support lifecycles resulting in forward schedule of change for supported applications

  • Facilitate Continuous Service improvement

  • Provide Management reporting for internal and customer stakeholders

  • Support the Major Incident Management team by leading the technical support group

Desirable knowledge / experience:

  • Leadership skills - managing a team

  • Monitoring Tools

  • Ticketing Tools - ServiceNow ideally but not critical

Please send your updated CV and I will contact you to discuss role in more detail.