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IT Service Desk Team Lead

Job Title: IT Service Desk Team Lead
Contract Type: Permanent
Location: Leicester
Salary: £30,000
Start Date: Urgent
Duration: Permanent
REF: ASH15747HWN_1499700036
Contact Name: Heidi West-Newman
Contact Email:
Job Published: almost 2 years ago

Job Description

The Ashdown Group have been engaged by a successful company to find a positive and solution oriented Service Desk Team Lead to join the IT Department.

The successful individual requires a customer-centric approach with excellent hands-on technical skills and the ability to manage and develop a talented team who have differing depths of experience.

At the moment there are only basic processes and procedures in place and the remit of the role will include educating the team on best practice, creating and managing relevant documentation (guides, FAQ's, process documents etc.) and ensuring that information is recorded accurately on SolarWinds which is the Service Desk Management tool. It is essential that you have worked with either SolarWinds or another similar application and can give guidance on how to use it most effectively.

The technical environment includes:

* VMware vSphere
* Windows Server
* Exchange
* SQL Server
* Networking - LAN and WAN infrastructure troubleshooting and issue resolution
* CRM tool
* Mobile devices

Whilst not essential, any experience with PCI DSS and the ITIL framework would strongly support your application.

You will manage the day to day activities of the team, analyse the service desk statistics (SLA's and KPI's), highlight trends and issues and recommend new solutions that will benefit not just the service desk but the IT team as a whole.

You will ensure that technical issues are resolved in a timely manner and that details are accurately logged and followed up. You will be the point of escalation for 2nd and 3rd line issues that your team is unable to resolve.

This is a permanent position offering a basic salary of £28-30,000 per annum dependent on depth of relevant skills and experience.