IT Service Desk Team Leader

We are currently looking to recruit an IT Service Desk Team Leader ideally with experience managing a business IT Service Desk to come and join us on a permanent basis. You will be working as part of our UK IT Team reporting directly into our UK IT Manager. Ideally we are looking for candidates that have at least 3 year’s experience working on a IT Service Desk and experience of managing a team.

Main Purpose of the Job
The IT Service Desk Team Leader is responsible for the day to day running and successful operation of the UK based IT service desk, serving UK customers.

The role has the responsibility for the effective management of all incidents and service requests and problems to ensure customers receive appropriate and timely service when required. This includes leading the major incident process.

The team leader will focus on the day to day operations of the Service Desk. This includes ensuring the service desk delivers best in class customer service, meets and exceeds service levels whilst effectively managing incidents and service requests.

The role is expected to be hands-on and engage in resolution as well as maintaining oversight of the team’s workload. Including reviewing individual ticket progress, planning of cover and balancing tasks appropriately.

Acting as an escalation point for the team. The team leader will be expected to interact with customers and other members of the IT team to facilitate a timely resolution for the business to any issues that may arise.

Skills / Competencies required
• 3 Years + experience in an ITIL driven service desk environment.
• Strong process analysis and modelling skills.
• Strong ability to troubleshoot and resolve issues.
• Experience of configuring a IT service management suite such as RemedyForce.
• Extensive experience with Microsoft desktop operating systems and office suites.
• Experience in Active directory management
• Exposure to computer hardware, including HP, Dell and Apple Mac’s.
• Team Leadership
• People Management
• Good Communication Skills

Aesica Pharmaceuticals – part of the Consort Medical Group
Aesica is renowned for developing and manufacturing both APIs and finished dose forms to the pharmaceutical industry. We are constantly developing the technical and analytical skills of our people to ensure that we are capable of meeting the ever-changing demands of our customers. Aesica operates across several stages of the pharmaceutical services supply chain:-
• Drug discovery
• Process development
• API manufacture (Active Pharmaceutical Ingredients)
• Formulation development
• Formulated product manufacture
• Packaging (Fill and finish)

We are Head Quartered in Hemel Hempstead and have 5 facilities across Europe.

We have over 1,250 staff we are well established and growing on a daily basis.

Benefits
• Competitive Salary
• Working 37.5 hours per week
• Salary sacrifice company contribution pension scheme
• Cycle to work scheme
• Childcare vouchers
• Company sickness, maternity, paternity payments
• Long service awards