At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We are looking forIT Service Desk Team Leader (Fixed Term)who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.
This is a fixed term contract until end May 2027
Purpose of this role To meet the needs of our internal customers head on. Collaborating with our wider IT Core Support, delivering great service to customers.
Deliver continuous improvements to the way the Service Desk operates, whilst displaying a can do attitude. Working with a diverse and dynamic team to meet key performance indicators (KPIs). Your key responsibilities are Ensuring the performance of the team through effective leadership and Management whilst reporting team performance and progress to management.
Provide exceptional operational customer service and ensuring customer effort is minimised.
Successfully managing and delivering projects through project planning, work assignment and stakeholder communication.
Applying principles of ITIL Service Management through day-to-day application of applicable ITIL practice such as Incident, Problem, Service Request Management.
Support customers by providing communications management as a part major incident event management.
Ensuring the personal development of those within the team through techniques such as coaching, mentoring, formal training and maintaining team skills matrix.
Creating, maintaining and giving training on appropriate policies, guidelines and knowledge base articles for the resilience and future scalability of the Service Desk Team.
Any other duties as required by the IT Service Support Manager.
Qualifications IT related Degree or equivalent.
CompTIA A+, Network+, Security + or equivalent.
ITIL Foundation.
Leadership or management training or certification.
Experience coaching, mentoring, knowledge sharing or shadowing.
Knowledge of project management techniques to deliver benefits to stakeholders.
Experience working to ITIL principles and practices.
Maintaining, improving and promotion of policy to those contacting Service Desk and working behind it.
Ability to support Microsoft & Linux operating systems, networks, Active Directory and Exchange.
Desirable Project management certification such as PRINCE2, APM or other.
Experience in managing projects to completion using framework.
Service Desk Plus beneficial.
Ability to configure smartphones & provide mobile device support.
Experience troubleshooting and configuring Microsoft Exchange.
Cost of living annual pay review.
Company pension contributions up to 10% if employees contribute 5%.
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
Enhanced maternity, paternity and adoption pay.
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
Hybrid working for eligible roles.
Development opportunities to reach your career aspirations.
We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. You can also ask us about flexible working options.
xkybehq Therefore, if you're interested in this role, we encourage you to apply as soon as possible.