Service Desk Team leader
Belfast
We are partnering with an NI government organisation in the recruitment of a service desk team lead. As IT Service Desk Team Lead, you will play a pivotal role in ensuring IT service management aligns with business needs. You will promote ITIL best practices, refine service processes, and provide guidance to a team of service desk professionals.
Your leadership will help enhance service delivery, stakeholder collaboration, and continual improvement initiatives.
Key Responsibilities:
- Lead and support an IT Service Desk team, ensuring effective incident and problem resolution.
- Oversee service management processes such as IT procurement, asset management, and SLA monitoring.
- Drive the adoption of ITIL standards and best practices across the organisation.
- Collaborate with internal teams and external suppliers to ensure IT systems remain reliable and efficient.
- Monitor service desk performance, set targets, and provide coaching to team members.
- Communicate technical information effectively to both IT and non-IT audiences.
- Take ownership of escalated issues and ensure excellent customer service.
To be considered for the role you should have the requirements below:
- A minimum of 3 years’ experience operating in a ServiceDesk environment.
- Strong background in IT Service Management, ideally with ITIL expertise.
- Experience leading IT support teams in a dynamic environment.
- Ability to coordinate incident management, change control, and IT service improvement initiatives.
- Excellent stakeholder management and problem-solving skills.
- Passion for delivering efficient and high-quality IT services.
The role is initially for a 3-month period but there is an expectation this role will lead to a permanent assignment.
If you're interested in this role, please forward an up-to-date copy of your CV to juliann.deegan@hays.com. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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