Share this Job
Apply now »

ICT Service Desk Team Lead

Requisition ID 28588 
Position Type FT Permanent 
Recruiter #LI-PCA1 
Posting Type LI 

Leading to better encompasses all we do at Kerry, it's how we've become the worlds leading taste and nutrition company. Whether it's building and manufacturing sustainable solutions for food, beverage or pharmaceutical consumers, our commitment to lead the world to better nutrition drives us forward. With 25,000+ colleagues across the globe and 15,000+ Kerry products, your opportunities are limitless.

About Kerry

A career with Kerry Taste & Nutrition offers you an opportunity to shape how people across the globe view food and beverage while providing you opportunities to explore and grow as your interests do. With our commitment to a sustainable future, a career with Kerry is something you can feel good about.

About the role

Key responsibilities

Day to day operational management of the location Service Desk team

  • Preparation of weekly team performance reports and adhoc reporting as requested from ICT Management
  • Continuous process improvements which includes and not limited to documentation; improving existing process; on the job training for ICT Service Desk Analysts; maintenance of Kerry’s various knowledgebase; liaising with the various ICT teams across the globe
  • Ensure that all incidents received are being worked on in an acceptable timeframe in-line with our SLAs
  • Developing your ICT Service Desk Analysts through continuous coaching and feedback, focusing on behaviours and competencies
  • 1st point of escalation for any ICT issues
  • Supporting the ICT Regional Service Delivery Manager in the Major Incident Management /Major Incident Review processes and chairing/running when necessary

Qualifications and skills

Experience in developing, implementing, documenting and monitoring delivery of Service Delivery duties in line with the ITIL framework, including developing or monitoring or governing of SLA’s and the Service Catalogue; Incident management; change management; problem management; transition management and request management

  • Experience of work allocation, prioritisation and team delegation
  • Knowledge and understanding of ICT security
  • Knowledge and understanding of ITIL processes
  • Experience of chairing meetings
  • Gain an understanding of the business and the impact ICT has on the business
  • Understand how to incorporate the ICT strategy into team plans and objectives
  • A fast learner which will be able to understand the full process and procedures for ICT Service Delivery team
  • Able to work under pressure and with conflicting deadlines

Apply now »