IT Service Desk Team Leader

Rate of Pay £32,971.00 – £38,789.00 Per Annum

National Office based (hybrid, with a couple of days in the office per week)

Hours – (37.5)

A job with YHA could see you supporting YHA to achieve its mission and strategic objectives by being responsible for the day-to-day management and operation of the IT Service Desk, delivering support across the business. You’ll manage the Service Desk team to deliver excellent customer service against agreed service levels, analysing issues and ensuring escalation / resolutions, monitoring performance against key performance indicators.

Job Title skills and experience:

Qualified to degree/diploma level in an ICT or software subject / 3 years’ experience working in a second line IT support role.

Min. 2 years’ experience as a Lead Service Desk Analyst, Service Desk Team Leader or Service Desk Manager.

Knowledge of best practice standards and ability to design and implement efficient business processes. ITIL accreditation  (highly desirable)

Experienced people manager, with strong coaching and mentoring skills

Excellent customer service skills.

Experience delivering engaging communications and presentations, ability to explain complex technical matters to a non-technical audience.

Experience of developing reports and monitoring performance against service levels and KPI's.

Experience of preparing and delivering training materials

Experience of project management.

Technical knowledge:

·         Installation/configuration/support of Microsoft Operating Systems

·         Office 365, Active Directory, MS Teams & Exchange

·         Configuration and support of virtual servers and hosts

·         Remote troubleshooting of hardware issues.

·         Networking skills, including Cisco, HP Networking, VPN and VLAN’s

·         Supporting users in an RDS/VDI Environment.

Experience of working with compliance standards (GDPR & PCI)

Job Title role responsibilities:

You will lead YHA’s IT Service Desk function, managing the team, delivering continuous improvement against service levels, improving existing processes and implementing best practice. This will involve analysing reported issues and escalating them for resolution, providing coaching and support to the team to develop customer service and technical skills, reporting on the performance of the IT Service Desk, third line support function and providing user feedback

You’ll ensure delivery of excellent customer service and actively seek feedback from users. You will ensure that service levels are clearly defined, monitored, and managed with the relevant level of priority

You’ll also provide second line IT and Business Systems support for YHA’s centralised environment and Hostels(supporting 1000+ users).

Please note that there is a requirement to provide out of hours support on a Rota basis.

Please note in order to apply for a vacancy with YHA we require an up-to-date CV and a completed application form. 

If you require any assistance to submit your application, please email: jobs@yha.org.uk

Please note: YHA is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during our safer recruitment process in line with this commitment, this will include the checking of relevant ID’s for Right to work and a DBS application.

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

 Keywords: IT Support, Service Desk, 2^nd Line, ITIL, Infrastructure, Service Desk, Team Leader