IT Service Desk Team Leader

IT
January 8, 2024

Job Description


Job title: IT Service Desk Team Leader

Company: Sonova

Job description:

  • Support the IT Manager to ensure maximum availability of computer systems throughout the Company.
  • Responsible for the performance of the Service Desk and associated team members
  • Lead, motivate & support your team through effective work load management and delegation; prioritise workloads based on urgency and sound assessment of importance and risk, in line with department processes and procedures to meet KPIs and objectives.
  • Conduct regular 1-1s with your team as well as finding opportunities to coach on an individual basis and set out appropriate development plans. Address performance issues in a timely manner and provide motivation that encourages all team members to deliver to their full potential.
  • Overall responsibility for all calls logged into the IT Ticket System and closure within agreed timescales
  • Manage your own time effectively to complete all required tasks, keeping on top of any mandatory training and seek opportunities to improve own and teams performance.
  • Ensure that the department is staffed appropriately by monitoring and managing breaks, absence, annual leave and other tasks that may affect service delivery.
  • Assess/Agree/Deliver Helpdesk Service Level Agreements (SLA) in conjunction with end users
  • Provide management with monthly report of performance against agreed SLA
  • Provide technical support for the Company Intranet
  • Working with senior management to propose, agree and deliver IT services and projects to support the business
  • Manage relationship with IT suppliers and service providers
  • To be actively involved in the development, delivery and testing of new system functionality

Other Duties

  • Assist in projects as and when required
  • Work with IT Manager to ensure IT infrastructure is in place for new store openings
  • Be available for out of hours calls and support should it be required

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Expected salary:

Location: Conwy, Conwy

Job date: Sun, 07 Jan 2024 08:19:20 GMT

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