IT Service Desk Team Lead – FTC 12 Months

Introducing an Exciting Opportunity: IT Service Desk Team Lead

Abacus Careers is delighted to collaborate with a global market leader in electrical heating, offering you an exceptional chance to make a significant impact. Currently, they seek a dynamic IT Service Desk Team Lead to hit the ground running and embrace a full 12-month maternity cover period. Situated in Portadown, this company stands out for its profound commitment to creating a more sustainable world.

As an IT Service Desk Team Lead, you will thrive in a challenging environment, providing indispensable support to the business in its day-to-day operations while facilitating seamless business changes.

In this pivotal role, we are seeking an experienced individual who can handle the intricate processes of an IT Service Desk. With a strong technical background, you will be the go-to person for making decisions as an escalation point for any technology-related processes, applications, or devices. As the IT Service Desk Team Lead, your primary focus will be managing the “Service Desk” and leading the Level 1 technical support team. Your unwavering dedication to delivering exceptional client support “on time” will ensure that incidents and requests consistently meet the agreed service level agreements (SLAs).

Responsibilities:

• Cultivate a culture of service excellence within the team, providing inspiring leadership and unwavering support to ensure the consistent delivery of proactive customer service.
• Supervise and actively participate in providing 1st and 2nd line technical support for all our services, leveraging your knowledge and skills to achieve first-time-fix call resolution within agreed SLAs.
• Ensure timely communication with customers, following up on incident statuses on their behalf and providing progress updates in a timely manner.
• Lead, motivate, organize, mentor, and manage the Level 1 IT Service Team, fostering their growth and ensuring their optimal performance.
• Skillfully schedule the team’s workload, ensuring that tasks are completed promptly.
• Conduct performance development reviews and identify and provide necessary training to meet team requirements.
• Supervise the recording, triaging, and classification of Incidents & Service Requests, ensuring strict adherence to the ITIL incident management process.
• Take the lead in managing High Severity Support Incidents, effectively coordinating with resolving teams to communicate the availability of live services to end users.
• Contribute to the development of reports and management KPIs, playing a key role in driving continuous improvement.
• Liaise with third-party vendors and escalate issues when necessary, ensuring prompt resolutions.
• Actively participate in projects as required, bringing your expertise to the table.
• Maintain up-to-date and effective documentation of existing and new systems.
• Support the IT Service Delivery Manager in shaping the IT Service strategy.
• Lead the Customer Satisfaction program, ensuring the highest levels of customer delight.
• Ensure compliance with Company Policies, particularly in terms of IT Security Policies, GDPR, and Safety Policies.
• Be ready to embrace any other duties that may be reasonably required.

About You – Key Skills and Experience:

• Possess a strong customer focus and influential skills to manage internal and external relationships across all levels of the organization.
• Display self-motivation, a sense of ownership, and the flexibility to adapt to rapidly changing conditions and priorities.
• Exhibit a willingness to work outside of core working hours when necessary to accomplish tasks.
• Showcase exceptional organizational skills and the ability to multitask, coupled with excellent written and verbal communication skills.
• Demonstrate previous experience working within a similar capacity for a Service Desk.
• Showcase technical competence as an L2 IT support technician.

This is a rare opportunity to join a global market leader committed to driving change and shaping a more sustainable world. If you are ready to seize this moment and unleash your full potential, apply now as an IT Service Desk Team Lead with Abacus Careers. Take the first step towards an exciting career

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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