This FTSE100 Organisation with a solid presence in the IT Industry, and renown as LEADERS in Europe, have an opportunity for an experienced INCIDENT HANDLER TEAM LEADER to join them working on one of the most high profile Programmes in the UK! Seeking a motivated, customer focused Team Leader who will assist in managing the delivery of key services within the Service Desk to ensure that key performance measures and targets are achieved. You will need to have strong experience of STAFF management with a high level of understanding of ISO20000 and be able to demonstrate a good understanding of ITIL processes, specifically Incident/Problem and Change Management. You will be ankle to work under pressure and take control of situations. You MUST have the drive and enthusiasm to lead and participate in projects that enhance the quality and efficiency of service delivery.

Essential Experience
Exp of leading a team in supporting users in a FIRST LINE line capacity or Service Desk experience.
Assyst experience or experience on another ITSM Toolset ESSENTIAL
Knowledge of Teltronics and/or other telephony systems associated with call centre environments
Previous staff management exp
Strong experience of working to ITIL standards
Exp of working to SLA's and KPI's
Basic MS Excel experience in order to produce graphical information to show achievements
A high level understanding of ISO 20,000
Desired Experience/Skills Public Sector Experience







Capita Resourcing encourages applications from individuals from all backgrounds.