IT Services Team Lead


MS TL 8764381


2nd Line Support / Helpdesk, 3rd Line Support / Helpdesk, Firewall & Security, Helpdesk Manager, Infrastructure, Infrastructure Consolidation, LAN/WAN, Lync 2010 / Office 2010, Microsoft Infrastructure, Network Administrator, Network and Telecommunications, Network Manager, Office Communication Server / OCS , Server Administrator, Server Consolidation, Service Delivery, Service Desk Analyst 1-3rd Line, Solutions Architect, Storage Virtualisation, Support and Training, System Admin Technician Engineer, System Center Service Manager, System Center Virtual Machine Manager, Systems / Support Analyst, Systems Management, Systems/Network Admin, TCP/IP, Virtualization, Wireless Technologies


£35,000 to £41,500 Per Annum


+ Bens


Hackney, London

Contract Type:


We specialise in the recruitment of high quality candidates in the IT sector. We have an excellent opportunity for an IT Services Team Lead. The post holder will manage the IT Services Team, as well as provide higher level technical services within the IT Service, ensuring any technical escalations are resolved quickly. They will also have responsibility for IT services communications at all levels. Focus will be on improving the service desk function, particularly the SLA, service delivery, and overall technology.

IT Services Team Lead’s Core Duties

  • Ensure high levels of technical delivery of the Services
  • Drive and promote ITIL Service Desk and processes across sites
  • Act as part of the change authority board (CAB) on technical changes
  • Develop a Service Desk solution and step-change towards SLA embedding
  • Responsibility for the BAU workload, ensuring calls are allocated and responded to accordingly
  • Operational management of the IT Services team
  • Ensure IT department tasks and customer service requests are correctly logged and monitored
  • Ensure that the services delivered by the IT team meet or exceed SLA points
  • Analysis of Service desk and other IT service data, and report on service performances
  • Maintenance of accurate IT asset and configuration management records
  • Supporting the COO and Head of ICT in negotiation with IT suppliers to obtain the best value
  • Implementation and maintenance of IT policies, procedures, and security standards
  • Ensure critical aspects of Cyber and Information security are configured and controlled
  • Provide senior level support and guidance to ICT Systems engineer
  • Ensure completion of daily, weekly, termly, and annual checks to servers, client devices and network infrastructure, recording potential issues or risks

IT Services Team Lead’s Skills required

  • Educated to College or University level
  • Microsoft Accredited (desirable)
  • Prince 2 / Other Project Qualification (desirable)
  • Worked with an ITIL environment, providing IT services as part of a professional IT team
  • Have a working knowledge of ITIL processes and procedures
  • Have experience delivering an IT service to an SLA
  • IT service or helpdesk management experience
  • Line management experience
  • Experience delivering prompt, effective IT support into large and diverse organisation
  • Experience and skills in implementing and monitoring processes to improve IT services
  • Experience of managing small-scale local projects
  • Ability to understand and communicate technical issues to technical and non-technical staff
  • Exposure to Microsoft domain networks and worked in an environment using standard network administration tools
  • Ability to draft written IT reports

Are you enthusiastic about the IT Services Team Lead job? Send us your CV in word format today