2nd Line Team Leader
at Robert Half International UK

Date Posted: 19/03/2020

Job Description

Ref ID:  06490-0011387532


Currently an IT engineer or IT team leader wanting more recognition and autonomy? Robert Half Technology are currently recruiting for a 2nd team leader to join a client based in Newbury. The client's IT Service Desk acts as a 24*7 Single Point of Contact (SPOC) for all internal users in handling day-to-day incidents, requests and providing an interface for other ITSM processes under the ITIL framework.

The role of the 2nd Line Team Leader:

  • Make sure users and Level 1 engineer are provided efficient and timely support on a 24*7 basis
  • Support the Service Desk Manager in employee development through training, coaching and performance management
  • Support the IT Service Manager in driving continuous improvement into the Service Desk processes
  • Analyse data to make appropriate suggestions in handling workload, call volume and incident trending analysis
  • Ability to properly redirect resources to accommodate ticket volume, crisis situations and any business impacting opportunities that detract from team's effectiveness
  • Ability to work and lead a team within an operationally intensive environment
  • Provide cover to the Service Desk Manager when required in picking up the Service Management responsibilities

Skill required for the 2nd Line Team leader:

  • ITIL Foundation Certificate
  • 2nd line technical background
  • Technical certifications considered a plus
  • Helpdesk, desktop management experience
  • Service oriented with a strong focus on customer satisfaction
  • Demonstrated leadership - Ability to motivate, manage and mentor a team of professionals
  • Excellent decision making skills
  • Excellent analytical and problem solving ability
  • Expert knowledge of Windows OS, Linux (preferably SUSE) and the way in which applications interact
  • Ability to understand and translate the strategic direction into tactical execution points for the team

The company:

The company is a large technology company based in Newbury. They offer a great environment to exercise your technical ability and develop your skills further. They offer training and educational support. Everyone within the company is very friendly and welcoming, often taking part in social events and charitable causes.

The Reward to the 2nd Line Team Leader:

This role pays between £32,000-£35,000 per annum along with additional corporate benefits. The role is initially a 12-month fixed term contract with the view to extend or go permanent.

The salary range/rates of pay is dependent upon your experience, qualifications or training.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: www.roberthalf.co.uk/privacy-notice.

Job Snapshot

  • Employee Type: Permanent
  • Location: Newbury, Berkshire
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 19/03/2020

About Us

Robert Half is the world’s first and largest specialized recruitment consultancy. The company has over 60 years experience providing temporary, interim and permanent recruitment solutions for accounting and finance, financial services, and technology professionals.

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