IT Service Desk Team Lead

at  Luton Borough Council

ABOUT THE JOB

The IT Service Desk Team Lead will report to the IT Operations Manager and have responsibility for LLA’s IT Service Desk which provides 24/7 support to the airport operation. The IT Service Desk provides first and second line support to LLA’s internal customers across the airport and to our partners including airlines, ground handlers and concessionaires. The IT Service Desk Lead will oversee IT service delivery from all IT teams to ensure service levels and high standards of customer service are met.
We are looking for an experienced team leader to join our IT support team. This person will monitor the team’s priorities and performance, ensure appropriate support cover is always in place, and ensure services are continually improved. In addition, this person will provide mentoring and supervision for the first and second line technicians.

MAIN DUTIES WILL INVOLVE THE FOLLOWING:

• Overall responsibility for the LLA IT Service Desk and Service Desk technicians.
• Ensure that all incidents reported to the IT Service Desk are resolved in the shortest possible time, meeting or exceeding the department’s service level agreements, and minimising the disruption to the airport’s operation.
• Full ownership of Service Desk processes, ensuring incident ownership and making sure ticket handling processes are followed.
• Responsible for relevant ITIL processes, including incident management.
• Responsible for managing the IT Service Catalogue.
• Be responsible for the day-to-day delivery of technical support to the organisation, through the effective use of the IT Service Desk team and by working with other IT team colleagues.
• Prioritise support and maintenance tasks to meet service level agreements.
• Ensure Service Desk tickets are updated with progress notes, detailing progress on the task for both the end user and other team members. Communicate with all relevant parties affected by any task promptly.
• The IT Service Desk Team Lead will, working with the IT Operations & Support Managers, co-ordinate the department’s resources to ensure effective support of provided IT systems is provided to the airport user community.
• To ensure that health & safety standards and practices are being followed and upheld by all staff in the department, communicating with the senior team to resolve any issues in this area.
• To work with colleagues to ensure comprehensive documentation of procedures and the Service Desk knowledge base are maintained and to liaise with external support providers to ensure that their system documentation and support process are regularly reviewed.
• To work as part of a team to build & deploy new desktop / laptop / server / network equipment to the corporate environment and carry out evaluations of new equipment.
• To take a pro-active approach in this job role, through monitoring the performance of staff and systems, and make regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems.
• Co-ordinate with the senior colleagues and external partners to ensure high impact incidents are escalated appropriately and resolutions implemented in the shortest possible time and that service levels are met.

KEY REQUIREMENTS FOR THE ROLE

• Experience of leading /managing a team of technicians in an operational environment, leading regular maintenance tasks and safety inspections.
• Customer focused approach with a sense of urgency to provide the support our users need.
• A very well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.
• An ambition to constantly learn new skills and develop knowledge, with an understanding that study time outside of working hours may be required for career development.
• An outstanding team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service based approach. The ability to work alone using own initiative and managing support service calls to a high standard.
• Ability to apply ITIL processes to the provision of IT support in the airport and corporate environment, with a view to constantly improving service levels and performance.
• The ability to investigate and trouble-shoot a wide range of technical problems, including computer equipment, software and network faults. A methodical problem-solver with a desire and aptitude for learning new skills. Patience, resourcefulness, and a desire to help.
• An approach that builds professional rapport and trust with colleagues at all levels of the organisation and is able provide training to technicians & end users on the provided systems.
• A personal drive and ambition to succeed in the face of adversity, to focus on goals and an approach that fosters continuous improvement of the individual and the team.
• Good written and spoken communication skills, able to produce instructions and procedure documents, able to communicate clearly over the telephone or face-to-face.