Service Desk Team Leader

Service Desk Team Leader
£40,000 - £45,000 plus benefits including training and certifications
Camden, 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:

1. Team Management:
   • 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.

1. Service Delivery Improvement:
   • 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.

1. Technical Support Oversight:
   • 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.

1. Business-as-Usual (BAU) Management:
   • 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.

1. Client Interaction:
   • 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.

1. Training and Development:
   • 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.