IT Service Desk Team Leader Location: Ipswich Salary: Competitive Reference: IT0119A Closing Date: Friday 08 March 2019 IT / Internal Support / 5 IT Service Desk Team Leader Ipswich Competitive Salary MSC UK prides itself on being the ‘Employer of Choice’ within the shipping industry and we have an exciting opportunity for a Service Desk Team Leader Lead to join our IT department. The successful candidate will lead and develop the team that provides 1st, 2nd and 3rd line IT and Systems support to MSC UK users. The role holder will have a proven track record in a technical environment but will also be able to demonstrate strong management and leadership skills. We believe the successful Service Desk Team Leader should have the following skills: Ability to create professional business relationships and work across all levels within the business Good working knowledge of the O365 Suite (incl Word, Excel and Teams) Excellent, hands on experience with support ticketing systems Understanding of the ITIL processes Experience leading a group of technical engineers Significant experience working with Microsoft Windows Server, SQL Server, Remote Desktop Services, IIS, Active Directory and DNS Exposure to virtualisation technology. Proven experience working with backup technologies, Symantec Backup Exec, Quest Good understanding of networking, IP addressing, firewalling and public DNS Exposure to monitoring tools and applications Excellent communication skills Personal determination to increase knowledge and competences. Team Player The key tasks for the Service Desk Team Leader role are: Work closely with the Infrastructure Manager to understand upcoming changes in the production systems environment To lead a team of Technical Support Advisers in a fast-paced environment To identify problems that require escalation To manage internal support escalations through all supporting levels Maintain good customer communication as a point of escalation Oversee incident and problem record management Provide support performance analytics and reporting. Design and utilise agreed KPI's to measure performance of the team To identify, develop, procedures, systems and tools that facilitate work efficiencies Maintain accurate documentation in the knowledge base Maintain good working practice under RFC, scheduled maintenance windows with clear communications Manage workloads of the team in line with the team and wider IT department priorities. Ensure economies of scale are maximised Help keep the team focused and on track Ensure full focus on team development in line with requirements of the roles So, if you feel that you are the Service Desk Team Leader we are looking for then please apply now.