job / it service desk team lead 5383

IT Service Desk Team Lead - Glasgow

£competitive + Benefits - Technology & Data
Ref: 5383 Date Posted: Monday 07 Jun 2021
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IT Service Desk Team Leader required for the Global IT team of this Glasgow based services corporate.

This role will guide and advise staff on all aspects of the firm's IT services. You will provide day-to-day management of the Global IT Service Desk to ensure the Team provides an effective, efficient and client-focused support service to the business and exceeds expectations.

You will also be responsible for end-to-end ownership and resolution of all IT support issues (1st and 2nd line), continual improvement of processes within your scope, management, support and maintenance of the firms’ desktop environment.

Main responsibilities:

  • Day to day management and development of the Global IT Service Desk team, dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager(s) as necessary.
  • Continuous improvement of the overall support services to the business
  • Ensuring the resolution of all IT incidents and service requests within agreed SLA
  • Regular analysis and reporting on team performance
  • Ensuring end-to-end ownership, communication and accurate ticket logging of all incidents and service requests.
  • Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way
  • Management of difficult situations with the business in a timely fashion, communicating in a clear and effective manner.
  • Development of team members, including both technical and soft skills through 1 to 1 mentoring and training.
  • Help to provide support for all remote working services.
  • Assist with the support of the firm's core applications/services.
  • Provide project resources for all key IT projects from inception through to "business as usual”.

Essential skills and experience:

  • Previous Team Leader experience within a Service Desk team
  • Excellent Customer Service skills
  • Highly motivated; willing to continually update knowledge and skill sets
  • Analysis and troubleshooting skills of all IT incidents
  • Flexibility: may on occassion be required to work evenings and weekends
  • Excellent communication skills with the ability to liaise, communicate and build good working
  • Ability to identify business impacting incidents and escalate according to the escalation process
  • Ability to mentor and coach staff to fulfil their potential
  • Work according to ITIL processes and procedures
  • Uses initiative with a positive and can do attitude


  • Windows 10
  • Cherwell Service Management
  • Microsoft Active Directory administration.
  • Knowledge of ADSL and WiFi technologies.
  • Production of support documentation.
  • Knowledge of networking concepts.
  • Knowledge of all core applications.
  • WorkSite/FileSite or similar content management application.
  • Interaction or similar client relationship management (CRM) application.
  • Bighand 3 or similar digital dictation software.
  • K Vault Email archiving (KVS) or similar email archiving solutions.
  • Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items.
  • Knowledge of remote working solutions such as ADSL, Broadband, 4G and VPN's (virtual private network).
  • Knowledge of building PC's and troubleshooting support issues.

Our client has a reputation for high performance, a wealth of industry experience and a refreshingly open and diverse culture.  You will be part of a collaborative, respectful and inclusive work environment and interacting with some of the most agile and incisive thinkers in their sector.  Our client offers flexible and balanced working arrangements coupled with opportunities for personal and career development.

Salary £competitive + Benefits. For further information contact Stuart Ringland on (01698) 440 337 or email