Information Technology Service Desk Team Lead

London Area, United Kingdom

haysmacintyre is an award-winning firm of chartered accountants and tax advisors with a strong, market leading international alliance. Based in the city, our firm comprises almost 40 partners and over 500 staff and has experienced sustained, organic growth, with turnover increasing by 80% over the last six years. We believe this reflects the level of our client service, the culture within the firm and our progressive outlook.

Responsible for providing effective leadership to the IT service desk team to ensure that processes and controls are in place to meet business needs and delivering timely and effective technical support to end-users.

The role requires the ability to manage and motivate a team of IT service desk technicians to meet the company's IT service delivery objectives.

To co-ordinate internal support and external service providers and ensure effective communication on all matters relating to the systems, delivery, availability, and satisfaction of customer service requirements.

Duties and Responsibilities

Lead and manage a team of IT service desk technicians providing technical support to end-users.

Own the Incident, Request, Problem, Change and all future ITIL-aligned processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.

Ensure that all IT service desk processes and procedures are documented and kept up to date

Provide coaching and mentoring to IT Service Desk technicians to help improve their technical and customer service skills

Manage the escalation process, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Manage and take responsibility for the firm’s IT assets and procurement.

Monitor the performance of the IT Service Desk team and provide regular feedback to team members and the Head of IT Operations \ CIO

Ensure that appropriate controls, processes, documentation and procedures are in place and followed, and more importantly, kept up to date.

Help to provide system administration for key business applications

Manage the user computing environment to ensure that all firm supplied devices are built and maintained to high standards of performance and security

Monitor and analyse IT Service Desk performance metrics to identify areas for improvement.

Ensuring the team are properly securing the return and disposal of any IT equipment that contains data, ensuring that equipment and data is destroyed to the agreed standards

Help to develop and deliver IT Service Desk training programs to improve the skills and knowledge of team members.

Provide input into the development of the existing IT service desk platform, and the existing processes and procedures.

Ensure that incidents, problems and service requests are logged, prioritised, and resolved in a timely and efficient manner.

Responsible for the audio/visual support for the meeting suite, ensuring the technology is maintained to high standards and routinely checked to ensure high levels of availability

Overseeing and owning the IT Service Desk queue, ensuring that incidents and service requests are assigned and escalated appropriately.

Ensure that end-users are kept informed of the status of their incidents and service requests.

Effectively manage staff including recruitment, mentoring, training, objective setting and performance assessment

Along with the Head of IT Operations, help to develop existing service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve IT service delivery

Ensuring each work request is worked within our agreed SLA’s, to the highest quality.

Ensuring effective communication of work request / queue status, and potential blockers, to appropriate stakeholders

Ensuring effective communication to haysmacintyre staff and partners of any known issues, or incidents, which may affect their ability to serve our clients

Identify areas of enhancement in our workflow to aide efficiency and / or enhance our ability to increase haysmacintyre and client satisfaction

Maintain a high level of customer satisfaction by providing excellent service to end-users.

Personal Attributes and Technical Skills

Ideally a minimum of 5 years of experience in a technical support role, with at least 2 years of experience in a leadership role

Have a good technical understanding of systems including Microsoft operating systems and applications

Have a systematic, disciplined and analytical approach to problem solving with good attention to detail

Proven experience in managing and motivating a team of IT Service Desk technicians

Excellent knowledge of ITIL service management framework

Excellent communication and customer service skills

Have excellent oral and written communication skills

Have excellent interpersonal and team working skills

Have excellent leadership and people management skills

Have excellent time management and organisational skills.

ITIL Foundation certification preferable, but not essential.

Ability to manage multiple priorities and work under pressure.

Strong problem-solving and analytical skills.

Have excellent customer facing/customer service skills

Be able to demonstrate a high degree of flexibility including out of hours working where required

Be able to manage sensitive and confidential information

Be able to manage and prioritise tasks and time efficiently, and demonstrate initiative and a proactive approach to daily tasks

Be able to work collaboratively, with a range of colleagues both in the wider organisation, and with external stakeholders

Be able to explain complex technology topics in non-technical language

Be able to motivate and manage staff through appraisal, coaching and performance management

Working Environment

The IT Service Desk Lead will work in a typical office environment.

The role may require occasional evening and weekend work to support business operations.

This is a hybrid location role, two to three days based in our London office, two to three days working from home, depending on operational need.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities.

We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles.

If you need us to make any reasonable adjustments for you from application onwards, please email [email protected]