Service Desk Team Leader/Manager - London - £35K

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Service Desk Team Leader/Manager - London - £35K

This Microsoft Gold Partner have their our own ambitious plans; to double in size year-on-year allowing A-class talent to join them on their journey.

Purpose

Reporting to the Head of UK MSP Operations, the employee will work as a part of the Managed services Management Team and will take responsibility for day to day management of the Client Side / field support team. Motivating and coaching the engineers to work towards permanent improvement, optimising customer satisfaction, resource management and efficient workloads ensuring that this MSP delivers the most efficient communication and resolution of customer requests.

Responsibilities

Leadership and management

* Demonstrate the correct approach to deal and resolve client issues

* Drive and oversee the development, implementation and administration of staff employee engagement, training, personal development, policies and procedures, absence management

* Manage daily teams activates and tasks

* Lead team meetings

* Perform quality assurance checks

* Point of contact as hiring manager when recruiting

* Employee on-boarding

* Work with HR Team in managing Employee Relations matters

* Develop and deliver clear succession planning and career development

Client management

* Drive the team to deliver the highest level of repeatable service, with the highest level of customer satisfaction

* Own the customer escalation process and provide/support feedback in a calm and efficient manner

* Monitor incident trends and anticipate potential problems for proactive resolution

* Adhere to and advocate customer processes. Ensure service KPIs/SLAs are achieved

Processes management and reporting

* Implement and adhere to ITIL best practice processes

* Ensure all support processes and procedures are fully documented and followed.

* Implement processes if required or modify existing ones to suite business needs

* Assist with team reporting and other ad-hoc administrative

* Deliver best practice call management: investigate, diagnose, troubleshoot and resolve incidents within an agreed fixed time period

* Complete and document regular quality checks to ensure service is at the highest levels.

Skills Needed

* Preferably experience managing engineers

* Experience of managing multiple customers

* Hands-on experience of leading, coaching and managing technical teams

* Experience of mentoring and developing engineers

* Experience of creating processes and procedures, and implementing then within a team

* Working knowledge of: all Microsoft desktop and server products

* Working knowledge and understanding of principals of network fundamentals

About the person

* Excellent communication skills

* Professional and calm

* Strong team player and natural leader

* Ability to deal with pressure and displays a sense of urgency

Apply or send your CV to Grace at [email protected]

Engineer, Manager, ITIL, Team Leader, TL, Senior, 1st line, 2nd line, Support, Support engineer, Senior engineer, Helpdesk, Technician, Office 365, AD, Active Directory