IT Service Desk Team Leader

Liverpool Permanent £27,000 - £35,000
  • IT Service Desk Team Leader - (Remote)
  • Opportunity to take over managing a Service desk in an innovative Business.

About Our Client

Michael Page is delighted to be partnered with a global accountancy company based in Liverpool.

Job Description

What you'll be doing?

  • Motivate, monitor and performance manage the team to achieve individual and collective success
  • Coach and Mentor the team and deliver feedback to team members on performance to ensure work is resolved to agreed processes, standards and KPI's
  • Monitor, report and analyse Team Performance and feedback results to SDM
  • Conduct and document regular one to one's within the team
  • Ensure Resourcing, ROTA and Duties are aligned to agreed capacity modelling and optimal performance and agreed SLA's
  • Conflict management and resolution within the team
  • Incident Management: Workflow coordination for the IT Service Desk
  • Create and enact Process Flows to agreed standards
  • Act as first point of escalation for the team and customer base
  • Deliver and monitor Quality Assurance to ensure standards are implemented and adhered to within agreed frameworks
  • Embed a continuous improvement ethic through effective monitoring and route cause analysis of errors and omissions to actively seek out Service Improvements
  • Deliver assistance on IT related Projects within the wider IT team
  • Assist on strategic decisions within the IT Service Desk department
  • Attend all relevant meetings and provide regular communication to the team
  • Provide reporting analysis on daily and weekly basis for all work streams
  • Assist in the recruitment of relevant resource to ensure delivery of Service to agreed standards.
  • Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings, discussions and sharing knowledge through appropriate documented processes

The Successful Applicant

Key Skills:

  • Strong People Management Skills
  • Extensive knowledge of the operational and support aspects of computer and cloud based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MSTeams, SharePoint, Secure Email / Mimecast, Sophos, Remote Access Tools
  • MFA / 2FA, DUO Experience
  • Experience of VDI Creation and Solution
  • Experience of Incident Management and Problem Trend Analysis


  • Experience of Leading / Managing Team for a minimum 3 years
  • Experience of Incident Management Systems (ServiceNow Preferable)
  • ITIL foundation v3.0 or greater
  • MCP, MOS or demonstrable experience
  • IT Related degree or equivalent experience

What's on Offer

Salary: £27,000 - £35,000

Karim Afifi
Quote job ref
Phone number
+44 161 829 0365

Job summary

Contract type
Consultant name
Karim Afifi
Consultant phone
+44 161 829 0365
Job reference