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Service Desk Team Leader
Perm
London
Up to £50,000pa
Job Description:
A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations.
Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input.
Overall, the Help Desk consists of 25 Engineers, of which there are 7 Escalation Engineers.
Key Responsibilities:
• Leading the Team: As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of the Escalations Team of engineers.
• Providing First Class Service: You will ensure that the team provides a first-class, predominantly SLA-driven service to clients when dealing with and resolving a variety of managed service tickets.
• Handling Customer Queries: This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the role requires.
• Encouraging Team Input: You will encourage effective team working by seeking input from team members and will support team members (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational, and system improvements.
• Coordinating Daily Activities: You will coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating and Developing the Team: You will be responsible for motivating, training, and developing the team to deliver a first-class service.
• Liaising with Clients: You will liaise with clients to ensure SLAs are met as required on service tickets.
• Setting Objectives: You will set clear objectives, evaluate progress against objectives, and instil a performance-oriented culture.
• Conducting Appraisals: You will conduct monthly one-to-one meetings with individual team members.
• Recognising Opportunities for Improvement: You will recognise opportunities for improvements to procedures by proactively offering ideas and solutions1.
Skills:
• Experience in a similar role managing a support desk team, call prioritisation, call queue management and SLA management.
• Excellent interpersonal skills.
• Calm and effective communicator
• Ability to prioritise own workload and meet tight deadlines.
• Excellent verbal and written communication skills in English.
• Customer experience first approach.
Qualifications:
• Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
• Microsoft Cloud Certifications
Experience:
• Relevant experience of 3 to 5 Years in a similar role (preference given to candidates with UK MSP experience)
• Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and CrushBank.
Desirable:
• British Computer Society – Professional Certificate in Team Leadership
