Service Desk Team Leader

Service Desk Team Leader, Senior Service Desk Analyst, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Service Desk Team Leader OR a Senior Service Desk Technician/Engineer who is ready to step into a team leader role to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Service Desk Team Leader role include;

* Assist the Service Desk Manager in supervising the Service Desk staff.
* Handle the IT support queue when needed.
* Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
* Aid with managing breached SLAs.
* Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
* Provide cover for the Service Desk Manager when they are on leave.
* Track active pe...