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IT Service Desk Team Leader Full Time

at BDO Liverpool in Liverpool (Published at 21-06-2021)

IT Service Desk Team Leader ? Liverpool (remote considered)

Ideas | People | Trust

We?re BDO. An accountancy and business advisory firm, providing the advice and solutions businesses need to navigate today?s changing world.

We?ll broaden your horizons

To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, they explore and they implement the new ideas helping us to change the future of accounting, tax and business consulting. But, just as importantly, they maintain the tech that keeps us advancing. By testing and adopting the future of financial technical solutions, they find new and exciting ways to drive us forward. And you could too. In an IT role at BDO, you?ll become part of a team that act as the backbone for our business. No matter who you are or what your skillset is, we?ll give you the training and support you need to achieve whatever you put your mind to.

We?ll help you succeed

We?re looking to recruit a dynamic customer focused and experienced IT Service Desk Team Leader operating from the Liverpool office providing support across all BDO UK offices. Support is provided for a variety of software and hardware systems used within the firm, involving all aspects of customer led service and support. The role includes telephony, remote and desk side support.

Reporting to the ITSD Manager, the role is to assist the delivery of functions within IT Service Desk, providing comprehensive people management, leadership and technical capabilities. Ensuring that the BDO IT Support function is operating within defined KPIs and SLAs to ultimately protect BDO reputation, enhance customer relationships and provide continual service improvement.

The role will be responsible for day to day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements. You?ll also:

  • Motivate, monitor and performance manage the team to achieve individual and collective success
  • Coach and Mentor the team and deliver feedback to team members on performance to ensure work is resolved to agreed processes, standards and KPI?s
  • Monitor, report and analyse Team Performance and feedback results to SDM
  • Conduct and document regular one to one?s within the team
  • Ensure Resourcing, ROTA and Duties are aligned to agreed capacity modelling and optimal performance and agreed SLA?s
  • Conflict management and resolution within the team
  • Incident Management: Workflow coordination for the IT Service Desk
  • Create and enact Process Flows to agreed standards
  • Act as first point of escalation for the team and customer base
  • Deliver and monitor Quality Assurance to ensure standards are implemented and adhered to within agreed frameworks
  • Embed a continuous improvement ethic through effective monitoring and route cause analysis of errors and omissions to actively seek out Service Improvements
  • Deliver assistance on IT related Projects within the wider BDO IT team
  • Assist on strategic decisions within the IT Service Desk department
  • Attend all relevant meetings and provide regular communication to the team
  • Provide reporting analysis on daily and weekly basis for all work streams
  • Assist in the recruitment of relevant resource to ensure delivery of Service to agreed standards.
  • Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings, discussions and sharing knowledge through appropriate documented processes
  • Provide administrative support in line with service level agreements to ensure delivery of IT service to all KPI?s and Service Level Agreements including but not limited to staff inductions, appraisals, shift patterns, timesheets, holiday and illness.
  • Continually review and create knowledgebase articles in line with agreed processes, services and service transitions
  • Build and maintain relationships with key stakeholders
  • Focus on client service excellence

When you join us, we?ll make your growth our priority. If you can demonstrate the following skills, we can help you go far. We?re looking for someone with:

  • Experience of Leading / Managing Team for a minimum 3 years Essential
  • Experience of Incident Management Systems (ServiceNow Preferable) Essential
  • ITIL foundation v3.0 or greater Essential
  • MCP, MOS or demonstrable experience Essential
  • IT Related degree or equivalent experience Essential
  • Extensive knowledge of the operational and support aspects of computer and cloud based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MSTeams, SharePoint, Secure Email / Mimecast, Sophos, Remote Access Tools Essential
  • MFA / 2FA, DUO Experience Essential
  • Experience of VDI Creation and Solution Essential
  • Experience of Incident Management and Problem Trend Analysis Essential
  • Experience of Quality Assurance Frameworks Essential
  • Experience of Reporting and Data Analysis tools Essential
  • Agile Methodology Certified Desirable
  • Prince2 Certified Desirable
  • CompTIA N+ / A+ Certified Desirable
  • Microsoft Server / Azure / 365 Fundamentals Certified Desirable
  • Lenovo Laptop Hardware Experience Desirable

We?re in it together

At BDO, we believe that when our people feel valued and rewarded, their potential is unlimited. We offer highly competitive starting salaries and review renumeration packages regularly to ensure that our pay always positively reflects performance. As well offering support with tuition and professional qualifications, we also provide the following benefits, as standard:

  • 25 days? holiday;
  • access to a personal pension scheme, with matched employer contributions;
  • life assurance cover;
  • and income protection insurance.

That?s not all. We understand that everyone is different so, we offer a range of voluntary benefits to suit every lifestyle. Our flexible benefits platform, Flexcel, means our people can choose from a range of tax efficient options to design a benefit package that best suits them. Through Flexcel, they can:

  • buy up to ten days? extra holiday;
  • add on private medical, personal accident, dental insurance or travel insurance;
  • enrol in our Bike to Work scheme;
  • enjoy discounts off cinemas, dining, and gyms;
  • receive an interest free season ticket loan or interest free graduate loan;
  • access childcare vouchers;
  • take an online health assessment and utilise our employee assistance programme.

We?re looking forward to the future

At BDO, we?re big enough to make the difference and collaborative enough to never lose sight of where we?re going. We know that it?s our people that make our success possible. Across our 17 UK locations, more than 5,000 of them work together to provide tax, audit, assurance and a range of advisory services that help our clients achieve their ambitious goals. Together, they?re fuelling Britain?s economic engine. Behind every complex client challenge and every untapped innovation, they?re there: ensuring we continue to find the right combination of global reach, integrity and expertise. That?s why we?re always looking for ways to invest in our people. That means providing them with an environment where they can grow, learn, laugh and feel respected, at all times.

Are you ready to join them? Apply!

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