2nd line Desktop Team Lead

£37,000 | Coventry | Permanent
Posted 2 months ago

Desktop Team Leader / Field Services Team Leader - Support Analyst Level 2
£37,000 Company benefits package
West Midlands (Coventry)
Direct Reports - UK Level 2 Support Analysts

We are recruiting for a leading Aerospace business looking to recruit a new permanent member to its IT Support function.
This global business operate at a fast pace therefor need an experienced individual who can hit the ground running applying previous experience and knowledge of best practice into action.
This role will manage a UK wide Level 2 deskside support team providing support to VIP and normal business users across a multi-site environment. This is to support a complex environment which will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.
Strong emphasis on day to day team management to help exceed departmental SLA targets as well as staff development.

- Manage UK wide level 2 support team.
- Monitor UK Level 2 ServiceNow queue and assign Incidents/Service requests to relevant resources.
- Run weekly Performance analytics dashboard, review SLA achieved results. Identify individuals where improvements are required and then work with them to initiate requirements to help achieve/exceed SLA targets.
- Work collaboratively with IS team members to ensure appropriate resource assignment, utilization, escalation, and dispatch of team members to support BAU and project work.
- Review incidents that have breached SLA in Level 2 team and take appropriate action to address causes for breaches.
- Review open 1 month aged incidents with level 2 team and take appropriate action to address requirements to move incident/request towards resolution.
- Technically support level 2 team members with escalated incidents by performing technical assessments, attempt to troubleshoot incidents and isolate faults in accordance with Service Level Agreements.
- Support Major Incident Management during high priority incidents and problem tickets which require level 2 assistance.
- Ensure that all Level 2 tickets are well-documented and actionable with accurate notes.
- Actively contribute to knowledgebase by recording detailed technical resolutions to incidents.
- Run team meeting, take minutes and progress relevant actions.
- Collaborate with infrastructure technical analysts and regional team counterparts as required.
- Acquire knowledge of all supported sites, systems and applications.
- Be familiar with site evaluations, key findings and known problem areas.
- Share knowledge openly and collaboratively.
- Attend weekly CAB meeting when required to cover EU Service Delivery Manager.
- Perform other duties as assigned or requested by manager.
- Perform day to day team management duties such as recording of annual leave, sickness and updating of on-call Rota's.
- Manage team quarterly and annual appraisals.
- Develop and progress team development plans which include a training matrix.
- If you are looking for a bigger, more corporate business and a chance to enhance skills and work with the best in the industry and have fun whilst doing it then please apply.

For more information about this role, please contact:

Andy Banks

01442 509 072

See Andy Banks's jobs
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