Service Desk Team Leader

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Can you drive culture of excellence within a service team, to help our clients accomplish more? If you want to lead, coach & mentor a team of bright engineers who work with cutting edge cloud and security applications like Microsoft Modern Desktop and Azure, supporting professional services in London and beyond, then we want to hear from you!

ABOUT US

Founded in 2004, we are a business technology consultancy for the professional services industry. 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.

ABOUT YOU

You are a pro-active leader, and you take pride in the quality of your team's work. You want to lead a great team in a growing London-based business. IT is your calling, you're bright and know you have more to offer at an inspiring company. You love to play around with the latest technologies. You get a buzz from solving problems in a busy environment and you understand the importance of excellent client service.

THE ROLE

This is a HYBRID ROLE (in office and WFH), an exciting opening in our Cloud Support team with the opportunity for real progression! In this key role within our company, you will be working closely with our Service Desk Manager to lead, coach and train a team of eager IT champions, who provide remote technical support to clients from various industries You will be responsible for the day-to-day continuity of the team operations, and for the training and development of our 1st line engineers. This role will require you to lead from the front, taking ownership of high profile and VIP tickets to ensure the best customer experience for our clients.

ESSENTIAL SKILLS/EXPERIENCE

- A solid academic background in IT / computer related discipline

- Relevant industry experience

- Track record of working with: Office 365, Exchange Online, OneDrive, Azure Virtual Machines, Microsoft Windows Server, AD, DNS and DHCP, Networking including LAN, WAN and firewalls, Citrix, AVD/RDS

- Great interpersonal skills and an excellent telephone manner

- Approachable with the enthusiasm to upskill and mentor junior members of the team

- A methodical approach to problem solving

- An ability to engage professionally and always deliver an exceptional client experience

- An ability to work under pressure and respond to tight deadlines whilst prioritising workload

- A client centric attitude and a continual focus on customer experience

DESIRABLES

- Professional Qualifications: Microsoft Certifications, ITIL Foundation, CompTIA A+

- MFA, Conditional Access, Intune, Mimecast, VMWare or Hyper-V hosted VMs

BENEFITS

- Shift allowance and paid overtime

- L&D opportunities