IT Service Desk Team Leader

The candidate will need excellent people management skills coupled with a strong technical computer background.

ICS is one of the UK’s leading healthcare staffing providers. Our aim, which underpins everything we do, is to be the first choice for health, life sciences and social care professionals and clients. Our recent achievements have seen us outperform our main competitors with strong growth across each of our markets.

We currently have an exciting opportunity available for a candidate with a strong technical computer background coupled with outstanding people management skills.

Managing a team of IT Service Desk Engineers within the division you will provide a quality customer focused IT Service Desk with the ability to take responsibility for faults, work requests and proactively seek resolutions for customers; keep customers informed of progress; deal with problems and complaints in a professional, calm manner. 

Key Tasks: 

  • Management of our IT Service Desk team.
  • Manage personal and team workload while maintaining SLA’s across the team.
  • Act as an escalation point for team members on technical and other matters.
  • Use technical expertise to resolve escalated tickets.
  • Look to develop and propose business improvement, including system enhancements with team involvement where appropriate, encouraging continuous improvement.
  • Take responsibility for faults and work requests.  Proactively seek resolutions for customers; keep customers informed of progress; deal with problems and complaints in a professional, calm manner.
  • Provide technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops.
  • Be well spoken, articulate and positive. Excellent communication skills both written and verbal. Professional manner, able to construct business emails and establish rapport.
  • Support the company front and back office applications
  • Maintain a personal development programme as agreed with line manager.
  • Any other reasonably IT related duties required.
  • Ensure the company IT audit system is kept updated when hardware and software changes are made.
  • Hold 1on1’s and team meetings when needed to discuss on-going issues and possible improvements. 
  • Complete team appraisals.
  • Provide direction, instructions and guidance when needed
  • Support and work towards ITIL standards.

Experience of working with the below is desirable

  • ITIL
  • ServiceNow
  • Microsoft operating systems
  • Microsoft Office applications
  • Active Directory
  • Avaya
  • Network Topology

What we can offer you

In exchange for your hard work we can offer you excellent benefits which include 25 days annual leave + bank holidays which increase with years of service, company pension scheme where we match your contribution up to 5% plus many more excellent benefits.

Our commitment to employee development through training, personal development plans, professional qualification support and career progression, has resulted in excellent retention levels. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply.

The ICS Group is an equal opportunities employer

 

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London, King's Cross

223
N1 9NG London Directions

Perks, Benefits and Reward


Benefits

We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme


Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications


Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


Wellbeing

More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture

 


 

Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 

 

We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.

 

 

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