Service Desk Team Leader

Please note that this is a Global role and will at times require you to work between the hours of 7am and 7pm. During unsociable hours you will work from home and during regular shifts you will be expected to work from our Jarrow office. Occasional weekend working may be required but you will not be expected to work more than 5 days a week.
Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.
We are currently looking for an IT enthusiast to join our Service Desk team. The successful individual will be responsible for the smooth operation of a front-line IT support team alongside another team leader, ensuring customer service requests, incidents, including Major Incident process and SOC/NOC process are managed and solutions implemented to deliver a first-class service while working closely with the Global Service Desk Managers across 3 locations.
Responsibilities:
Managing the NOC/SOC process within the Global Service desk to ensure all process are effective and analysts are fully trained
Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
Act as a deputy to the Global Service Desk manager
Acting as the Major Incident Manager as and when needed to support the IT function and the wider business.
Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and wider company
Carrying out recruitment activities as required
Ensure collaboration with all service desk managers and team leaders to ensure 1 global process
Understanding and managing the technical abilities of the team and ensuring all technical fixes being carried out are of the highest quality
Experienced in employee line management
Ability to identify process improvements and initiate change
Ensuring the service being offered is of the highest standard
Experience with ticketing frameworks
Solutions driven, confident and friendly approach when dealing with customers
Ability to work under pressure in a fast paced dynamic environment, setting the behaviours and acting as an example to the team.
Required skills:
Experience Supporting Office 365 (Skype)
Good technical experience relevant to an IT support function
Some experience in Contact Centre, Service Desk or similar environment
ITIL Qualification (working in an ITIL environment)
Fluent English (spoken and written). Additional languages are desirable.
Previous experience as a team leader in a similar role
Experience managing the Major Incident process
IT technical support experience
Strong technical knowledge in a support function
Experienced in employee line management
Experience with ticketing frameworks
Strong team work skills along with the ability to build a strong team
Strong communication skills and the ability to communicate at all levels
Flexible and adaptable approach
Ability to prioritise
What we offer:
Competitive salary
Discretionary bonus
Up to 5% matched pension contribution
4x annual salary life assurance
25 days annual leave plus bank holidays
Employee discounts through Edenred
Eyecare Vouchers
Cycle to work scheme
UK Sharesave Scheme
Essentra plc is a FTSE 250 company and a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.
Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 13 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.
At Essentra we are looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.
Essentra Components is an established business with a focus on continuous improvement, sustainability and plans for further industry expansion, as such it is an exciting time to be joining the business.
As part of our recruitment process, if you are applying for a position in the UK then you will be required to provide evidence of your right to work at interview stage.