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DATE ADDED: Thu 20/06/2019

Service Desk Team Leader

High Wycombe, UK

JOB TYPE: Permanent

SALARY: £30000/annum

Role and Responsibilities

We are looking to invest in a capable individual to take on the overall management of our IT front line support function. It's a great time to join a small but passionate team as we embark on several maturity projects to improve the systems which support the business.

The Service Desk Team Leader is responsible for the line management of a newly formed Service Desk Team, coaching and leading the Technicians to grow into their role and gain experience as well as knowledge on their daily job activities. In addition, there will be a hands-on element and an expectation to lead from the front. Using the Service Desk Platform, we are looking for the successful applicant to implement ITIL good practice. They will need to collaborate with other parts of the business and ensure we deliver maximum satisfaction for the services we support in a scalable way.

In return this person will be working for a growing business that rewards their staff, supports and invests in their training goals (such as ITIL, CompTIA, Microsoft) and will have a role where they can make it their own.

Duties include but are not limited to:

· Effective ticket management and work logging

· Diagnose, investigate and resolve incidents and problems

· Coordinate and monitor daily team activity

· Managing new processes and work load

· Ensuring asset records are up to date

· Collaborate and liaise with external support functions

· Following policies and procedures in accordance with guidelines and workflows

· Provide effective communication to end users and stakeholders

· Ensuring best practice security and hardening measures are in place

· Creating and maintaining a knowledge database for the team

· Assist in the training and professional development of the technical support staff

· Manage patching for desktop and laptops

· Ensure accurate and useful metrics/reports are available to relevant parties

· Provide line management to 2 staff members initially and assist in the future expansion of the team

Skills Experience


A proactive attitude to learning and developing own skills and knowledge
High attention to detail and ability to create and maintain knowledge documents, procedures and diagrams
Experience managing a Service Desk Team
Planning, organisation and management of high-volume workloads
Troubleshooting Desktop / Laptop hardware and software problems
Windows Operating Systems including Windows Domain Services (Active Directory, Group Policy, DNS, DHCP)
Office 365 Administration
MS Office 2016


Good knowledge of security best practices, including PCI DSS and ISO(phone number removed)
ITIL V3/4 foundation
VM Ware
Windows Patching
PowerShell Scripting, SQL experience

Additional Notes

Working out of office hours is essential at times to ensure minimum disruption to the business.
Some responsibilities will be shared with the London office and at times this individual will need to travel
Role: Service Desk Team Leader
Job Type: Permanent
Location: High Wycombe, Buckinghamshire,

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