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Form of workMy client are looking for a Service Desk Leader to join a growing team based in Dudley. This will best suit an already established, people-orientated professional, with experience of leading technical Service Desk engineers to deliver an outstanding customer experience.To be successful in this role, you will need to have previous hand-on IT experience, experience motivating and developing engineers at different levels, improving Service Desk metrics and driving high-level results.Responsibilities include:Team LeadershipLead, motivate and empower the team to deliver the best-in-class service, aligned with ITIL best practice.Coach, mentor, and manage the team's development, performance, and wellbeing.Operations and Service DeliveryAssess and evolve Service Desk KPIs and ticket management.Escalate client queries and resolve them efficiently.Review and improve existing Service Desk operational practices and processes.Inform and advise senior management on Service Desk issues and concerns and provide data-driven suggestions for improvement.Qualification, experience and skillsEquivalent hands-on experience within a similiar role.Previous solid experience of managing Service Desk operations.Excellent knowledge of IT service management principles and practices, such as ITIL.Experience o...
