IT Helpdesk Team Leader

IT Helpdesk Team LeaderSheffieldUp to £40,000 + 15% PensionYour new roleWorking with the IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT-related issues.ResponsibilitiesLeading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAsActing as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolutionLine managing and developing first line support technicians through regular one-to-ones, coaching and performance reviewsEnsuring consistent, high quality customer service, keeping user experience at the centre of all service desk activityOverseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management proceduresMonitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of workingDeveloping and maintaining clear documentation to enhance technical skills, customer service and outcomesPlanning resource levels to ensure service desk is adequately staffedSupporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activitiesIdentifying opportunities to ..... full job details .....