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Service Desk Team Leader£40,000 - £45,000 plus benefits including training and certificationsCamden, London, NW1 Key Words: Service Desk Team Leader, Manager, Service Desk Lead, Team Leader, Managed Services, IT Support, MSP, KPI’s, Manager, ITIL.
My client is a small IT managed services company with an excellent reputation, dedicated to delivering exceptional IT support and solutions to their clients. They pride themselves on their customer-first approach and strive for continuous improvement in service delivery.
The Service Desk Team Leader will be responsible for managing a small team of Service Desk Engineers, ensuring high-quality technical support and service delivery. This role will focus on improving operational procedures, overseeing business-as-usual (BAU) tasks, and resolving technical support tickets efficiently.
Key Responsibilities:
- Lead, mentor, and motivate a small team of Service Desk Engineers.
- Conduct regular team meetings and performance reviews to promote team development.
- Manage team schedules and workloads to ensure optimal coverage and efficiency.
- Develop and implement strategies to enhance service delivery and customer satisfaction.
- Monitor team performance metrics and identify areas for improvement.
- Collaborate with management to establish service level agreements (SLAs) and ensure compliance.
- Oversee the resolution of technical support tickets, ensuring timely and effective responses.
- Provide escalation support for complex technical issues that require advanced troubleshooting.
- Maintain a knowledge base of common issues and solutions to aid in faster ticket resolution.
- Ensure seamless operation of the service desk during business hours.
- Implement and oversee processes for ticket triage, prioritization, and escalation.
- Conduct regular reviews of open tickets to ensure follow-up and closure.
- Maintain strong relationships with clients, acting as a point of contact for service-related inquiries.
- Gather feedback from clients to continuously improve service offerings.
- Provide periodic reports to management on service desk performance and client satisfaction.
- Identify training needs and facilitate ongoing professional development for team members.
- Conduct onboarding training for new hires within the service desk team.
- Foster a culture of knowledge sharing and collaboration among team members.
Over To You! The successful Service Desk Team Leader will have;
- Experience working for a similar sized MSP / IT Managed Services Provider.
- Strong leadership and team management skills.
- Strong technical knowledge and understanding of IT infrastructure, hardware, software, and networking concepts.
- Proven experience in a service desk or technical support role, with at least 2 years in a leadership or supervisory capacity.
- Strong knowledge of ITIL principles and service desk best practices.
- Excellent problem-solving skills and technical proficiency in troubleshooting hardware and software issues.
- Strong communication and interpersonal skills, with a customer-oriented mindset.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- IT certifications / qualifications preferred and knowledge of IT service management frameworks (e.g., ITIL) desirable.
In return, my client offers a generous basic salary, support and payment for training and certifications, the chance to develop into a senior role in a growing business and the opportunity to work for a company who truly values their staff. Sound interesting and something you would love to be part of? Apply today!
Integral Recruitment as acting as an employment agency regarding this vacancy.
