Incident Manager – Service Desk Team Lead – ITIL

Infrastructure | £37k - 45k per year + Benefits | England, Greater London, London

Service Desk Team Lead / Incident Manager

Currently seeking a personable, ambitious and articulate professional who is keen to Lead / Manage a Service Desk team for one of the leading ecommerce company’s in London, having a common vision of making a difference.

Salary: £37k – 45k (Dependant on Experience) + Benefits

  • Duration: Permanent
  • Start date: ASAP (Understand notices may have to be served)
  • Location: Central London

The successful Service Desk Team Lead / Incident Manager will have the following:

  • Proven commercial experience working in a Service Desk Environment
  • Prior experience in a Senior / Team Lead Service Desk position
  • Prior experience as an Incident Manager OR the drive to become an Incident Manager
  • Strong ITIL Knowledge (Certification Highly Preferable)
  • The ability to Lead by example and manage a small team
  • Computer Science (OR similar) related Degree
  • Good understanding Microsoft tools such as Excel and PowerPoint for reporting.
  • Ability to work autonomously and take ownership of situations
  • Good communication skills & Listening skills
  • Demonstrable problem-solving skills
  • Ability to adapt to sensitive scenarios where clients are concerned
  • Ability and confidence to engage with stakeholders across the business at any level

Any of the following would be highly advantageous but NOT necessary:

  • knowledge of Linux or Unix
  • knowledge of SAP Hybris

As the successful Service Desk Team Lead / Incident Manager, you shall:

  • Lead by example
  • Ensure the Service Desk is operating efficiently/meeting SLAs
  • Provide mentorship to more Junior members
  • Respond to alerts raised by monitoring tools – escalate to resolver group if needing attention
  • Tracks incidents and problem tickets until successfully closure
  • Follow documented known-error repository to resolve recurring issues
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Take ownership and responsibility of incidents, requests and problems assigned
  • Ensure SLA’s are met by various resolver groups – chasing and escalating to avoid breach
  • Maintain and consistently demonstrate a general knowledge of company policy and processes

This is a superb opportunity for a Mid – Senior Service Desk / Incident Professional, who is keen to boost their career.

If this is of interest to you, please do click ‘apply’ now and send your CV to Kerry.foreman@venturi-group.com

CV’s are being reviewed as a priority.

Key terms: Team Lead, Incident Manager, IT Support, Service Desk, Projects, Information Technology, SLA, ITIL, Processes, Incidents, SAP Hybris, Linux, Unix

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