IT Service Desk Team Leader

Air Partner, part of the Wheels UP Group are leaders in Air Charter Broking, Safety and Security Training and Consultancy and Disaster Recovery Services.

Our Technology Team is going through a rapid process-driven transformation in areas that historically have been driven reactively, and as part of the growth of our team, we’re seeking a Service Desk Team Leader (with 2nd Line Support capabilities) for our Gatwick office. With some experience in championing ITIL-based processes, and a commitment to continual service improvement, you do not necessarily need to have completed a transformation end-to-end, but you must have a firm grasp of ITIL concepts. You will have some relevant technical experience and ideally some leadership experience, although this is not essential.

This is a key role, tasked with managing one 1st Line Service Desk Analysts and potentially an apprentice on site, as well as managing two 2nd Line Service Desk Analysists based in the US and Germany respectively. You will be responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.

Working with the wider team, you will standardize processes and drive demonstratable service improvements, and also offer specialist advice and support on IT-related issues. You will also be the first point of escalation for customer issues and ensure the effective management of all incidents and service requests through telephone, email, and portal-based channels. You will be required to pick up service improvement (SI) projects within the SI register, be data-driven, and pragmatic and also drive demonstratable service improvements.

This opportunity can be viewed as a potential gateway into either Global Service Desk management, or Service Delivery management. The Air Partner strategy is “cloud-first”, so exposure to traditional infrastructure is small and either legacy or business-led.

You will grow as the function succeeds, which will create progression opportunities. This is an excellent chance to influence the service desk environment and beyond. From day one, you’ll have an immediate impact on our service delivery efficiency and a lasting effect on our overall growth.

You will:

· Communicate the value of Technology to the business and deliver improvements that will make it easier for our staff to get what they need

· Contribute to the development and control of the Technology roadmap

· Manage and develop the Technology Service Desk daily, including managing workloads and ensuring quality, against group Service Level Agreements

· Assist service specification and performance of our Service Desk and provide IT support services in all locations (some occasional travel required)

· Guide colleagues to improve technology awareness and performance

· Ensure a Benefits Realization Methodology is in place, adhered to and tracked

· Define baseline Continuous Service Improvement (CSI) measurements and assess what is possible to measure

· Analyse service and risk-related data

· Review the CSI plan against the benefits realization methodology

· Manage the implementation of corrective action and review the progress of corrective action with suppliers and project owners

· Support planning and budget drafting process

· Coordinate planning and design of proactive improvement in availability

· Build and maintain stakeholder relationships

· Promote research & development technologies within the team's domain

· Provide knowledge, advice, and CSI consultancy to the team at an advanced level

· Analyse data to create prioritized service proposals with clear benefits realization

· Implement, maintain & proactively support our network, server & desktop infrastructure

· Partner with external IT providers to escalate / resolve issues promptly & efficiently

What we are looking for:

You will be self-motivated, analytical and innovative with outstanding customer focus and an ability to operate within a corporate organization or global operation. Responsive, decisive and adaptable, you will have drive and an ability to work under your own initiative and problem-solve a variety of issues, whilst balancing the varying priorities of open calls. You will also:

· Have 2nd Line Support capabilities in / working knowledge of:

o Microsoft Windows 10

o Microsoft InTune

o Microsoft Teams (including Teams Calling)

o Microsoft Windows Server

o Microsoft SharePoint

o Microsoft Exchange

o Microsoft O365 applications including Dynamics 365

o Microsoft Office 365

o Active Directory and/or Azure Active Directory

o Print Management

o Basic networking

o Mobile Technologies (iOS and Android)

· Have cloud and / or on premise infrastructure knowledge / experience

· Have experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources etc.

· Have an ability to produce management information reports from ITSM systems

· Have an excellent understanding of data and technology security

· Have experience in developing professional and effective working relationships with customers and key stakeholders

· Have an ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques

· Have an ability to learn and implement new technologies on tight schedules

· Have excellent verbal / written communication skills and be an empathic listener

· Have excellent organizational skills with the ability to multi-task & prioritize

· Have an ability to manage ones’ time effectively and to be prompt and punctual

· Like working effectively within a team and collaborating with others to achieve goals

· Have a positive ‘can-do’ attitude, with the ability to learn quickly when required

· Have an ability to work outside of the box in a proactive manner

· 5 GCSE’s A*-C/9-4 or equivalent (including English Language & Maths)

Desirable

· Management and mentoring skills

· ITIL Certifications will be advantageous

· Recognised Service Desk or Technical qualifications

• Six Sigma, Lean, PMP, or Agile experience will be advantageous
• Cyber Security and GDPR knowledge advantageous

Job Type: Full-time

Salary: £45,000.00-£55,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London / Gatwick Airport: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have the permanent right to work in the UK without visa Sponsorship?
• Are you able to reliably commute to 2 City Place, Beehive Ring Road, RH6 0PA?
• Do you have professional working experience with cloud and / or on premise infrastructure?
• Do you have the ability to produce management information reports from ITSM systems?
• Do you have any experience in a leadership role?
• Are you able to confidently work with service desk tools and technology?
• Do you have experience dealing with internal and external stakeholders?

Experience:

• 2nd Line Support: 3 years (preferred)

Work Location: In person