Service Desk Team Leader

Join a forward-thinking MSP that's committed to delivering top-tier IT solutions and support to a diverse range of businesses. Known for its dynamic approach and tech-driven culture, this company is focused on creating a collaborative, growth-oriented environment. With strong partnerships with industry giants, they offer exciting opportunities for experienced engineers looking to take their skills to the next level.

Service Desk Team Leader
Middlesbrough / Onsite
30,000

Daily Duties:

• Oversee the Service Desk and internal IT systems, ensuring high performance and alignment with KPIs.
• Act as the first point of escalation for customer issues, ensuring timely resolution and service improvements.
• Monitor and manage SLAs, ensuring service levels are met and exceeded.
• Analyse call statistics, ticket queues, and service performance, allocating resources where necessary.
• Lead and implement process improvements across internal systems, including CRM and Helpdesk tools.
• Manage and schedule Service Desk resources, ensuring adequate staffing for support and project delivery.
• Conduct service reviews with third-party suppliers, driving quality and process enhancements.
• Identify training needs within the team and support staff development through mentoring and coaching.
• Ensure the dispatch calendar is effectively managed and aligned with business needs.
• Provide cover for the Service Delivery Manager when required.

Tech Stack:

• Office 365 - administration and support
• Windows Server - maintenance and troubleshooting
• Networking - routers, switches, firewalls, and VPNs
• IT Service Management - CRM/Helpdesk systems and ITIL-based processes

Company Benefits:

• Ongoing training and development opportunities, with support for professional certifications.
• Competitive salary and clear career progression paths within a growing IT team.
• A collaborative and supportive working environment, focused on innovation and efficiency.
• Additional benefits

For further information or any queries, please contact me at 0191. 249. 3639 or via email at Darcey . obyrne @ in technology group . com.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.