Service Desk Team Leader - IT / Technical Helpdesk

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IT Helpdesk / Service Desk Team Leader that has excellent management, organisational and customer service skills is required for a busy technical Help Desk with well-established Company based in Milton Keynes, Buckinghamshire.

SALARY: up to £35,000 per annum + Excellent Benefits (see below for more details)

LOCATION: Milton Keynes, Buckinghamshire

TYPE: Full-Time, Permanent

KEY REQUIREMENTS: Although having some IT technical background would be great, it’s not essential for the role. However, candidates MUST have excellent management, customer service and organisational skills.

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Helpdesk / Service Desk Team Leader that has excellent management, organisational and customer service skills.

Working as the IT Helpdesk / Service Desk Team Leader you will manage, mentor and develop a team of Help Desk Analysts ensuring support tickets are responded to within agreed SLA’s and clients receive a first-class customer experience within each support request.

As the IT Helpdesk / Service Desk Team Leader you will be responsible for achieving agreed service levels, ensuring all tickets are analysed, prioritised and allocated accordingly in line with agreed service levels.

As a successful candidate, you will have a great opportunity to join this well-established Company that can offer excellent career progression opportunities and ongoing professional development training.

APPLY TODAY

If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Working with key stakeholders and business units your duties and responsibilities as the IT Helpdesk / Service Desk Team Leader include the following:

                                                                       Responsible for achieving agreed service levels

                                                                       Responsible for ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly

                                                                       Responsible for developing a set of serviceable metrics to highlight individual and team performance as well as help develop a gamification environment of incentive, rewards, and recognition

                                                                       Responsible for the development and direct management of a team of 2nd and 3rd Level Technical Engineers

                                                                       Responsible for performance management of a team, including regular performance reviews, highlighting areas for improved achievement, as well as introducing performance development plans, and where necessary managing disciplinary reviews

                                                                       Responsible for developing individual and team objectives, as well as actioning annual objective setting meetings, mid-year reviews and end of year appraisals, including performance grading and salary recommendations

                                                                       Responsible for the recruitment and selection of new team members

                                                                       Responsible for owning and developing the knowledge base for the team and the supported customer base ensuring that knowledge is documented and shared and that Champions are created

                                                                       Responsible for maintaining your current technical knowledge, allocating time to understand and learn the technologies your team support in more detail

                                                                       Capable of providing hands on technical support experience, cherry picking quick technical fixes as and when required

ABOUT THE COMPANY

The Company is an award-winning business IT services Company based in Milton Keynes and was founded in 2002. The focus of the Company is to provide IT support in London, Milton Keynes and the surrounding areas.

As a successful candidate, you will be part of a committed IT Services Company providing high quality IT services. The aim is to provide the level of support a business would expect to receive from an internal IT support team.

COMPANY BENEFITS

As a services business, the Company doesn’t have a product to sell. The key to their success is the service that is delivered and therefore the people that deliver it. The benefits that the Company offer are:

                                                                       An industry matching salary

                                                                       Contributory pension scheme

                                                                       A tailored professional and personal development plan

                                                                       Receive up to 10 days training per annum, relevant to your position

                                                                       Fully funded Open University degree

                                                                       Employee share ownership scheme

                                                                       When you join the Company you’ll get your pick of their amazing company perks from Perkbox

                                                                       Support is just a phone call away with this valuable employee service that the Company offer called EASE from Westfield Health

                                                                       Free financial wellbeing advice and competitive loans through the Neyber platform

                                                                       Free flu jab

                                                                       Cycle2Work Scheme

                                                                       Discounted personal Costco membership

                                                                       Mtech Scheme (technology loans on discounted IT products)

                                                                       Free use of the on-site gym

                                                                       Work in attractive office space with plenty of free parking - The office has: Pool, darts, ping pong, American diner and think pods for those quiet times

                                                                       On-site weekly boot camp funded by the Company

                                                                       Take part in their regular events and activities outside of work. This is for charity or just for fun

IDEAL CANDIDATE REQUIREMENTS

                                                                       Proven experience within a team leadership role managing technical engineers

                                                                       Excellent customer service skills

                                                                       Experience developing and implementing individual performance plans

                                                                       Proven experience in recruitment and selection

                                                                       Working as part of a wider service delivery function

                                                                       Good understanding of incident, problem, and change management, at ITIL Foundation level

                                                                       Evidence of strong interpersonal skills for working with teams and individuals at all levels within an organisation

                                                                       Must be able to work collaboratively in a team environment

                                                                       Ability to effectively form strong working relationships with all Company stakeholders

                                                                       Has the ability to manage changing workload and priorities

                                                                       Strong planning and organisational skills

                                                                       Experience of managing tickets within a ticket handling system

                                                                       Experience with SharePoint

                                                                       Proficiency in MS Office suite incl. Visio

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.

JOB REF: AWDO-P4571

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