IT Service Desk Team Lead

- IT related Degree or equivalent - CompTIA A, Network, Security or equivalent - ITIL Foundation - Leadership or management training or certification - Experience managing others to complete a goal whilst enabling success - Experience coaching, mentoring, knowledge sharing or shadowing - Knowledge of project management techniques to deliver benefits to stakeholders - Experience working to ITIL principles and practices - Experience with customers to resolve incidents through registration, investigation and diagnosis - Ability to update devices for security patches for an estate of devices - Experience prioritising to achieve SLA - Effective presentation skills, conversing with people at all levels - Excellence in delivery to expectation on time - Effective in taking proactive ownership of problems to solution - Ability to support Microsoft & Linux operating systems, networks, Active Directory and Exchange - Desirable: Project management certification such as PRINCE2, APM or other - Desirable: Experience managing ITSM packages, Service Desk Plus beneficial - Desirable: Experience managing the security updates for an estate of devices through Endpoint Central - Desirable: Experience leading and managing others to achieve SLA as a collective - Desirable: Ability to register new users, change details, handle leavers and bulk migrations - Desirable: Ability to configure smartphones & provide mobile device support - Desirable: Working understanding of concepts such as DHCP, DNS, VPN - Desirable: Experience troubleshooting and configuring Microsoft Exchange