<p>As Service Desk Team Leader you steer the team towards excellence. Skills required:</p>

<p><!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ability to lead, motivate and coach team members,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Strong performance management skills,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Good interpersonal, communication, presentation and organizational skills,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ability to make effective decisions under pressure,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Problem solving,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ability to build a common team identity,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Previous experience of working in a service desk operation environment,<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Technical background with the ability to troubleshoot in the area of Windows and Exchange Server management, active directory, storage appliances, client management and network-and security solutions<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Client facing<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Service delivery experience<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->ITIL certified<br />
&nbsp;</p>

<p>Key responsibilities</p>

<p><!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Assure management of service desk in the areas of incidents, requests, problems and operational IT<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Define service desk procedures and policies<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Monitor KPI&rsquo;s<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Create operational documentation supporting the service desk activities<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Perform prioritization and escalation management<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Lead, motivate and coach the team of circa 6 service desk analysts<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Carry out 1-1 reviews as necessary<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Set development plans<br />
<!--[if !supportLists]-->-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Keep training guides up to date</p>

<p>&nbsp;</p>
