Service Desk Team Lead
Description:
About the Role:
The Service Desk Team Lead role is placed within the Technology, Service Desk team with the primary objectives to provide mentoring and guidance for the 1st and 2nd line technical support for all departmental IT applications, business services and end-user computing, and to drive improvements to the user facing services we offer. The candidate will work closely with the Service Desk Manager, providing support and assistance as we work jointly towards achieving goals and objectives. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer services are excellent. In addition to excellent interpersonal skills, solid, all-round technical knowledge, understanding of the ITSM related processes as well as exposure to ISO27001 and project related tasks management will be key to succeed in this role.
Requirements:
Essential Skills / Experience:
- Minimum 3 years’ experience in similar role, supporting corporate business, accustomed to corporate environments
- Experience of service desk ticketing systems such as ServiceNow
- Excellent interpersonal skills, a can-do attitude, focussing on customer satisfaction
- Act as escalation point for 1st and 2nd line support, providing guidance, training and technical assistance
- Effectively engage support of other technical teams, as well as established suppliers and 3rd parties
- Act as trusted deputy to the Service Desk Manager, including facilitating project plans/execution and achieving strategic objectives
- Participate in, and management of the on-call rota for the team
- Process and procedure driven in compliance with ISO27001 standards and ITSM processes
- Excellent verbal and written skills
- Task management and prioritisation, adhering to SLAs and KPIs
- Solid knowledge of computer hardware and troubleshooting hardware-related incidents
- Solid knowledge of Operating systems (Windows desktop, Windows server) and related software packages
- Solid knowledge of Office 365, Azure AD, Microsoft Intune
- Understanding of print servers and printers
- Knowledge of telephony (Mobile and VOIP)
- Experience supporting iOS mobile devices and MDM applications
- Working knowledge of Kanban or agile methodologies.
- Degree level education and Professional certifications such as RHCE, MCSE, CCNA.
- Experience of Linux Desktop Environments (system builds, user management and troubleshooting)
- Experience with databases on Linux such as MySQL or Postgres.
- Understanding of TCP/IP networking and PaloAlto firewall
- General knowledge of bash, PowerShell, and Python scripting language
Desirable Skills / Experience:
In return, and for the right candidate, LMAX offers an exciting opportunity to join a forward-thinking, inclusive, entrepreneurial financial services company, supporting and facilitating individual career goals with a focus on corporate social responsibility and employee engagement.