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IT Service Desk Team Leader - ITIL - Walsall

IT Service Desk Team Leader required for an established organisation based in Walsall, who is going through an exciting digital & system transformation, where you will be responsible for leading the IT service desk team.

The ideal candidate will have previous experience of managing a technical team, be customer focused, at ease and have confidence with external suppliers and have a strong work ethic with a ‘hands on' leadership style.

In return for your skills the company offers flexible working, a competitive salary, 27 days annual leave (plus an extra 3 days over Christmas), a very generous benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

Key Responsibilities

  • Manage a team of IT Technicians and Applications Analysts, providing ‘hands on' guidance and support.

  • Responsible for the incident management process, supporting all core IT systems both software and hardware, including user management, system upgrades, patching, releases and fault resolution.

  • Work to reduce repeated incidents and undertake root cause analysis through effective problem management.

  • Working alongside the Service Delivery Specialist to drive supplier governance through regular account reviews with external service providers ensuring adherence to established and contractual service level agreements.

  • Drive a culture of Continuous Service Improvement to embed the processes of an ITIL ITSM framework and ensure established processes are followed

Key Skills

  • ITIL ITSM qualification or previous experience of the framework

  • Proven experience of leading a technical service desk and experience of IT resolver group support

  • Excellent communication and interpersonal skills

  • Excellent problem-solving skills

  • An up to date knowledge of IT industry and support trends

  • High levels of professionalism and integrity


The salary my client is offering for this position is between £33,000 and £36,000, depending on experience plus excellent benefits.

Interested?! Send your up to date CV to Josh Horne at Crimson for review