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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.
