GARMIN (EUROPE) LIMITED provided pay range
This range is provided by GARMIN (EUROPE) LIMITED. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
Garmin do not offer sponsorship, all applicants must have right to work in the UK. Purpose of the job: The Service Desk Team Leader is responsible for ensuring that the business is provided with timely, high quality, and accurate front-line support for any business systems or IT functions from within the UK Service Desk. The role is broadly split between providing day-to-day operational support for existing IT services and users of those services, project work leading to the development and deployment of new IT services and leading a team of IT Service Desk Technicians. Line management responsibility for Service Desk technicians including disciplinary, sickness, personal performance management, feedback both verbal and written, annual appraisal action planning, objective setting, and effective holiday planning. Provide effective leadership to the team ensuring that team members are motivated, and their skills are continually developed to ensure optimum service levels are maintained and improved. Ensure adherence to Incident and Request Management procedures and that complex and high impact incidents and complaints are managed in accordance with the incident management policy. Ensuring all relevant support documentation of supported systems and applications are available and up to date to ensure technicians have necessary knowledge and resources at their disposal. Implement new tools, processes and service improvements where required and ensuring the consistency of these across the UK sites. To act as an escalation-point for front line support staff and customers. To prioritise workload for Service Desk Team and delegate tasks where required. Drive improvement in Client Services, raising the profile of IT within the organization through excellent customer service. Reporting of KPI’s in areas of responsibility and ensuring these are available for other functional IT Managers. Responsible for adopting and executing IT standards, policies, practices and procedures ensuring compliance with SOX and ISO. Assist in communications from IT to the UK business regarding service outages and maintenance, in both oral and written form in terms clearly understood by technical and non-technical audiences. Research and recommend new technologies, processes, and solutions to meet business needs and continually improve the productivity and effectiveness of the team. Participate in projects and interact with all other individuals in a manner consistent with Garmin’s values to ensure integrity and excellent customer service. Technical Requirements: Experience or knowledge of the following technologies: Windows and Apple operating systems Microsoft Office and 365 Microsoft SCCM Microsoft Active Directory Microsoft Exchange mailboxes and permissions Laptop, desktop and printer hardware Atlassian Products (Jira; Jira Service Desk; Confluence) Education & Experience: Previous experience of IT Team Leadership/Management 3 years + Experience of working in an IT Service Desk team Experience of using and configuring Microsoft Operating Systems Good knowledge of Microsoft Office Desktop Applications What we can do for you: Enhanced Pension Enhanced Maternity / Paternity Enhanced Holidays Employee Stock Purchase Private Medical / Dental Company Events Discounted Products Hybrid working after probation (3 days office, 2 days WFH pw) Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Consumer Services
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This range is provided by GARMIN (EUROPE) LIMITED. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
Garmin do not offer sponsorship, all applicants must have right to work in the UK. Purpose of the job: The Service Desk Team Leader is responsible for ensuring that the business is provided with timely, high quality, and accurate front-line support for any business systems or IT functions from within the UK Service Desk. The role is broadly split between providing day-to-day operational support for existing IT services and users of those services, project work leading to the development and deployment of new IT services and leading a team of IT Service Desk Technicians. Line management responsibility for Service Desk technicians including disciplinary, sickness, personal performance management, feedback both verbal and written, annual appraisal action planning, objective setting, and effective holiday planning. Provide effective leadership to the team ensuring that team members are motivated, and their skills are continually developed to ensure optimum service levels are maintained and improved. Ensure adherence to Incident and Request Management procedures and that complex and high impact incidents and complaints are managed in accordance with the incident management policy. Ensuring all relevant support documentation of supported systems and applications are available and up to date to ensure technicians have necessary knowledge and resources at their disposal. Implement new tools, processes and service improvements where required and ensuring the consistency of these across the UK sites. To act as an escalation-point for front line support staff and customers. To prioritise workload for Service Desk Team and delegate tasks where required. Drive improvement in Client Services, raising the profile of IT within the organization through excellent customer service. Reporting of KPI’s in areas of responsibility and ensuring these are available for other functional IT Managers. Responsible for adopting and executing IT standards, policies, practices and procedures ensuring compliance with SOX and ISO. Assist in communications from IT to the UK business regarding service outages and maintenance, in both oral and written form in terms clearly understood by technical and non-technical audiences. Research and recommend new technologies, processes, and solutions to meet business needs and continually improve the productivity and effectiveness of the team. Participate in projects and interact with all other individuals in a manner consistent with Garmin’s values to ensure integrity and excellent customer service. Technical Requirements: Experience or knowledge of the following technologies: Windows and Apple operating systems Microsoft Office and 365 Microsoft SCCM Microsoft Active Directory Microsoft Exchange mailboxes and permissions Laptop, desktop and printer hardware Atlassian Products (Jira; Jira Service Desk; Confluence) Education & Experience: Previous experience of IT Team Leadership/Management 3 years + Experience of working in an IT Service Desk team Experience of using and configuring Microsoft Operating Systems Good knowledge of Microsoft Office Desktop Applications What we can do for you: Enhanced Pension Enhanced Maternity / Paternity Enhanced Holidays Employee Stock Purchase Private Medical / Dental Company Events Discounted Products Hybrid working after probation (3 days office, 2 days WFH pw) Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Consumer Services
#J-18808-Ljbffr
