Service Desk Supervisor - Chorley

I have an immediate requirement for a Service Desk Surpervisor for my client based close to Chorley.
Leading a team of 9 1st Line Service Desk Engineers you will be the point of escalation for people and projects.
KEY RESPONSIBILITIES:
Onboard, train and mentor new members of the team
Act as first point of escalation for team members in HR and technical issues
Provide statistics and report on KPIs to demonstrate progress and performance of the service desk team
Active involvement in the documenting and updating of the knowledgebase
To deputise for the Service Desk Manager in their absence
RESPONSIBILITIES
Maintaining and developing the Incident Management process
Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible to determine the underlying root causes of issues
Supporting the team in the progression of open incidents
Leading and facilitating route cause analysis investigations into complaints relating to the handling of incidents
Reviewing and approving hardware incidents, including BITRs and engineer jobs
Working with Service Desk team to ensure that the Knowledge Base and our SMEs are utilised in incident resolution
Maintaining and developing the Problem Management process
Assist in keeping problem and known error records updated wit...