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- Tasks: Lead and mentor the helpdesk team while ensuring top-notch customer service.
- Company: Join a legacy business dedicated to inspiring young people in IT.
- Benefits: Enjoy flexible working hours, private medical insurance, and employee discounts.
- Why this job: Make a real impact on tech support and help shape future IT leaders.
- Qualifications: Proven MSP helpdesk experience with strong IT knowledge; leadership skills are a plus.
- Other info: Be part of a mission to support 1000 young people into IT apprenticeships.
The predicted salary is between 36000 - 60000 £ per year.
It should be a place where you are inspired to become the best version of you, to help others achieve their goals and dreams and have an impact on the World as a whole.
To be the best IT support company.
To help our people be the best version of themselves.
To support and help 1000 young people into IT apprenticeships….
This is a massive goal for a small business but we believe it is possible.
Unlike most other businesses, we are building a legacy business – something that will have an impact for generations to come.
We are seeking an experienced IT Helpdesk Manager to develop our technical support team and ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical users. This role is crucial to improve and maintain the efficiency of our helpdesk operations, enhance our customer satisfaction and grow our business.
Lead and manage the helpdesk team, providing guidance, mentorship and support.
Coordinate with the Projects and Security teams to help designate and implement new infrastructure and services.
Implement and ensure the helpdesk team meet SLAs, ensuring timely response and resolution of support tickets.
Help develop and maintain relevant and up to date knowledge base containing documentation of internal SOPs, internal technical processes, customer infrastructure and service, and public customer guides.
Plan and implement ongoing training for team members to assist their professional development.
Analyze helpdesk metrics and performance indicators to identify trends, bottlenecks, and areas for improvement.
Proven experience in a MSP helpdesk, with previous managerial experience preferred.
Strong understanding of IT including Servers, Networks, Security, Microsoft cloud technologies.
Proficiency in using helpdesk software such as Connectwise Manage, Datto RMM, IT Glue.
A customer-focused mindset with a commitment to delivering outstanding service.
Relevant certifications in IT support or management would be advantageous but are not mandatory.
Join us in this pivotal role where you can make a significant impact on our organisation’s technical support capabilities while fostering a culture of excellence within your team.
Flexible working times
Company Pension
Employee Discounts
Free On-site Parking
Private Medical Insurance
Private Dental Insurance
Sick Pay
Additional Leave
Company Events
ITIL Service Desk Team Leader employer: Absolutely PC Ltd
Contact Detail:
Absolutely PC Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITIL Service Desk Team Leader
✨Tip Number 1
Showcase your leadership skills during the interview. Prepare examples of how you've successfully managed a team in the past, focusing on mentorship and support. This will demonstrate that you can inspire and guide your future team at StudySmarter.
✨Tip Number 2
Familiarize yourself with the helpdesk software mentioned in the job description, like Connectwise Manage and Datto RMM. Being able to discuss your experience with these tools will set you apart and show that you're ready to hit the ground running.
✨Tip Number 3
Prepare to discuss how you would analyze helpdesk metrics and performance indicators. Think about specific strategies you could implement to identify trends and improve efficiency, as this aligns with our goal of enhancing customer satisfaction.
✨Tip Number 4
Emphasize your customer-focused mindset. Be ready to share examples of how you've delivered outstanding service in previous roles, as this is crucial for maintaining our high standards at StudySmarter.
We think you need these skills to ace ITIL Service Desk Team Leader
Some tips for your application 🫡
Understand the Company Vision: Take some time to understand the company's mission of inspiring individuals and helping young people into IT apprenticeships. Reflect this understanding in your application to show alignment with their goals.
Highlight Leadership Experience: Emphasize your previous managerial experience in IT helpdesk roles. Provide specific examples of how you have led teams, improved customer service, and met SLAs in your past positions.
Showcase Technical Proficiency: Detail your knowledge of IT systems, including servers, networks, and cloud technologies. Mention any relevant software you have used, such as Connectwise Manage or Datto RMM, to demonstrate your technical skills.
Focus on Customer Service: Illustrate your customer-focused mindset by sharing examples of how you have delivered outstanding service in previous roles. This will resonate well with the company's commitment to exceptional customer satisfaction.
How to prepare for a job interview at Absolutely PC Ltd
✨Show Your Leadership Skills
As a potential ITIL Service Desk Team Leader, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully managed teams in the past, focusing on mentorship and support for team members.
✨Understand the Technical Landscape
Make sure you have a solid grasp of IT systems, including servers, networks, and security. Be prepared to discuss your experience with helpdesk software like Connectwise Manage and Datto RMM, as well as any relevant certifications you may hold.
✨Emphasize Customer Service Excellence
Highlight your commitment to delivering outstanding customer service. Discuss how you've previously ensured that SLAs were met and how you handled challenging customer interactions to improve satisfaction.
✨Prepare for Metrics and Improvement Discussions
Be ready to talk about how you've analyzed helpdesk metrics and performance indicators in your previous roles. Share insights on trends you've identified and the strategies you've implemented to enhance efficiency and resolve bottlenecks.
