IT Service Desk Team Leader

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ABOUT US:

We are eloquent IT geeks which means we really know our stuff, but we are used to working with all levels of technical understanding. Our combination of technical expertise and our obsession with service excellence sets us apart. Our job is to make our clients' IT work seamlessly, as well as being their trusted advisor when it comes to new IT developments. The company has grown consistently, and we are now at an important juncture in our next stage of development and growth creating the need for this role in our energetic team of talented people.

ABOUT YOU:

You are a self-starter with a real passion for IT. You're technically minded, and you also understand the importance of excellent customer service. You're bright and know you have more to offer in an inspiring company.

As SD Team Leader, you will be coordinating, training, coaching and supervising the service desk team. You will have excellent communication skills and enjoy working in a busy team environment. This role will include a range of client and internal team liaison, as well as operations and admin duties.

KEY RESPONSIBILITIES

- Leading role in implementing the team's work areas as directed by the SDM ensuring that an effective professional customer service is delivered at all times.

- Identifying skill gaps and training needs for current team and onboarding new engineers.

- Hands-on approach to ticket management by taking ownership of high priority and high-profile tickets.

- Day to day management of incidents to ensure KPI's are met and SLAs achieved

- Providing effective day-to-day leadership of the team

- Administering SD to follow agreed processes and act as first point of escalation

- Dealing with incoming faults in a professional manner over the phone and via email

- Provide analysis and feedback to the SDM, making suggestions of how to improve efficiency and service.

ESSENTIAL SKILLS:

- Degree educated

- Minimum 3 years' experience in a service team, ideally in an MSP

- Ability to work as part of a busy team, in a fast-paced environment

- A confident communicator, presenting a professional image at all times

- Ability to quickly identify problems and engage processes to minimise impact

- Proven track record of working with: hardware and peripherals including PCs, laptops, mobile devices, Office 365/Azure AD, Windows 7&10/Microsoft Server, networking including LAN, WAN, firewalls and routers, applications/software, AVD/RDS/Citrix

- Experience in managing tickets within an ITSM tool

- Self-motivated with a proactive can-do attitude

- A thorough and detailed approach to problem solving

- Strong organisational skills& knowledge of ITIL processes

PREFERRED CERTIFICATIONS: Microsoft, ITIL, CompTIA

BENEFITS:

- Shift allowance and paid overtime

- L&D opportunities

- 21 days holiday, public holidays & birthday off

- Flexible working

- Private healthcare

- Regular performance reviews