Service Desk Team Lead

<img src="http://counter.adcourier.com/am9obnMuMDI3NzcuNDI0QGFlcm9wZW9wbGUuYXBsaXRyYWsuY29t.gif" /><br /><p><strong>Service Desk Team Lead</strong> <br /> <br /> <strong>The Client</strong> <br /> Our customer is the UK's leading independent aerospace company, specialising in aircraft maintenance, modifications and support services. Located at its airport HQ in Cambridge, plus with offices in Australia, Canada and Netherlands they are perfectly placed at the forefront of today's Aerospace industry. <br /> Due to a period of growth they are seeking to appoint the services of a Service Desk Team Lead to join their operation based in rural Cambridgeshire. <br /> <br /> <strong>Primary Purpose of Job:</strong> <br /> Lead the Service Desk Team to provide a customer centric, single point of contact for all IT incidents and service requests, driving performance against agreed Service Level Commitment metrics. <br /> <br /> 1. Build and maintain a high performing Service Desk team <br /> o Lead the Service Desk team to ensure agreed targets are met and excellent service is provided <br /> o Work with the Service Delivery Manager to develop and implement robust processes based on ITIL standards <br /> o Implement staffing and scheduling models to ensure guaranteed coverage to the business. <br /> o Ensure that regular training, PDRs, coaching and mentoring are provided to Service Desk staff so that each member of the team is able to provide the best level of customer support, and support is provided in a consistent manner <br /> o Analyse Service Desk activity and make recommendations for increased efficiency and effectiveness. <br /> o Implement methodologies to improve first call resolution. <br /> o Ownership of all open incidents and service requests, working with other support teams to ensure prompt resolution and closure. <br /> o Ensure access requests are dealt with in a timely manner, compliant with security standards <br /> o Develop and maintain documentation to ensure the team has the information to add value to the department and its customers <br /> <br /> 2. Respond to IT incidents and service requests raised with the Service Desk <br /> o Provide technical support, training and advice; answering support queries via phone, email, face to face and logged direct <br /> o Ensure incidents and requests are logged and assigned, with appropriate levels of detail, categorisation and prioritisation <br /> o Maintain a high degree of customer service and adherence to service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers <br /> <br /> 3. Promote collaborative working, within the team and the department, to ensure incidents, requests and projects are completed in a timely manner to the satisfaction of the customer <br /> <br /> 4. Management reporting <br /> o Develop and implement management reporting to measure staff, team and department performance against agreed Service Level Commitment metrics. <br /> <br /> 5. Assist development of the departmental strategy to constantly improve the performance, reliability and functionality of the IT infrastructure. <br /> <br /> <br /> <strong>About Aeropeople</strong> <br /> Aeropeople are a leading dedicated Aerospace and Autosport technical services provider specialising in the recruitment of permanent and temporary staff. With our heritage firmly embedded in the Aerospace industry, we ensure the highest levels of expertise and commitment not only our customers but in placing our permanent &amp; temporary staff. <br /> With our head office in Cambridge, support offices throughout the UK and offices in Germany, UAE and Italy, Aeropeople are best placed to service your career aspirations.</p>