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IT Service Desk Team Leader


Working Hours: Full Time , Hours per week - 37 


Appointment Type:Permanent 

Location:Barnsdale Way, Grove Park, Enderby, Leicester, LE19 1ES 


Closing date:12 August 2022 at midnight 

IT Service Desk Team Leader

Based  at ESPO’s Grove Park facility in Leicester this role is an integral part of the ESPO IT Department, leading a small team providing IT services and support to colleagues across the business.

ESPO is a unique publicly-owned educational supplier with over 40 years history.   We distribute products from our warehouse to schools and public sector settings across the country, as well as providing a range of procurement frameworks for use by the Public Sector.  The IT team help to keep the business performing at an optimal level in terms of systems, networks, hardware and cyber security services.

The IT Service Desk Team Leader has responsibility to:

  • Lead a small Service Desk team delivering First and Second Line Support and Request Fulfilment services to the wider business.
  • Manage, support, mentor and develop Service Desk staff, improving skill sets and raising the technical and customer service capabilities of the team.
  • Ensure that the IT Service Desk is fully operational during standard service hours.
  • Ensure that all Incidents, Service Requests and other tasks assigned to the team are resolved or fulfilled in accordance with standard processes, and within agreed Service Levels.
  • Work with IT management to continuously develop and improve working practices, processes and standards within the Service Desk.
  • Coordinate and manage tasks relating to the fulfilment of Service Requests and Access Management processes.
  • Coordinate and manage tasks relating to the delivery of the ESPO user device estate (including PC’s and laptops), the ITSM tool, and telephony services (including VOIP and mobile phones).

Applications are invited from IT Support Team or Service Desk supervisors or Team Leaders, or experienced and capable Service Desk Analysts looking to progress into team leading or IT Service Desk Management.

The role would suit an individual with as a minimum a good grasp of technical fundamentals relating to PC builds, Active Directory and/or Office 365 Administration, and ITSM tools.   Any experience relating to modern cybersecurity technologies and threats would be beneficial, as would any experience with IBM iSeries.

In addition the successful candidate will have strong customer service and communications skills (both written and verbal), and will be confident liaising with colleagues at all levels across the business. 

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