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IT Service Operations Team Lead

  • Job reference: 26933
  • Location: Hounslow
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Information and Cyber Security
  • Salary: £40000 - £45000 per annum

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Currently we are looking for an IT Service Operations Team Lead to join an international standards and accreditation body. The position will see you working in the West London office.

The IT Service Operations Team Lead will be an integral member of the operations team. You will ensure that customer focused IT Support is delivered to both internal employees and external customers. You will also provide support to the security operations function and information security controls.

Summary:

Role: IT Service Operations Team Lead

Location: West London

Salary: £40,000 - £45,000

Responsibilities:

Responsible for the day to day operations of the Service Desk (KPI management, ensure staffing is at the right level etc.)

Manage Incident, Problem and Event Management

Contribute on service operations improvement projects, rolling out the latest ITSM technology across the business

Manage the IT escalation process ensuring SLAs are met

Maintain and develop the Knowledge Base

Review contracts and SLAs - create improvement plans where necessary

Experience

Required:

  • Incident Management
  • Problem Management
  • Event Management
  • Ability to work with cross-functional teams and vendors to manage major incidents
  • Developed and implemented Service Improvement plans
  • Understand monitoring / IAM / Discovery / Deployment / Service Management tools
  • Worked in an ITIL environment
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