At a Glance
- Tasks: Lead a team of IT support engineers and ensure top-notch service delivery.
- Company: Join a leading tech company with a people-first approach.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Embrace a culture of collaboration and continuous improvement.
- Why this job: Make a real impact by mentoring a dynamic team in a thriving environment.
- Qualifications: Experience in team leadership and IT managed services is essential.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Service Desk Team Leader to join our team in Milton Keynes. This role would suit a Team Leader or Service Delivery Manager with experience of working in an IT managed services organisation.
Salary & Benefits
The budgeted salary for this role is between 40,000 and 50,000 a year, depending on experience.
Hybrid working
We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.
Responsibilities
- Manage and lead a team of IT support engineers, ensuring support tickets are responded to within agreed timeframes.
- Mentor and develop engineers to ensure high quality of service delivery.
- Build effective relationships with team members, customers, and key internal stakeholders.
- Establish and maintain regular routines, including team meetings, 1:1s, performance reviews, coaching, and recognition activities.
- Gain a thorough understanding of service desk performance metrics, including SLA achievement, customer satisfaction, ticket backlog, ticket ageing, and call handling performance.
- Identify and address service delivery risks, customer concerns, and operational inefficiencies through structured improvement plans and proactive management.
- Improve operational control by implementing effective management of ticket queues, backlog, workload balancing, escalations, and service desk processes.
- Promote a culture of accountability, collaboration, customer focus, and continuous improvement across the team.
- Establish effective communication and collaboration with other teams to support seamless service delivery and customer outcomes.
Qualifications & Experience
- Proven experience in a Team Leader or Service Delivery Manager role at an IT Managed Service Provider.
- Experience of managing teams of Technical Engineers.
- A track record of developing and implementing individual performance plans.
- Experience with hiring and interviewing potential employees.
- Experience of working as part of a wider service delivery function.
- Demonstrable understanding of incident, problem, and change management at ITIL foundation level.
- Strong interpersonal skills for working with a range of individuals and providing team mentorship and support.
About Us:
We are the tech company with people at heart. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
IT Service Desk Team Leader - Itil in Milton Keynes employer: Advania UK
At Advania, we pride ourselves on being a people-centric tech company that fosters a collaborative and innovative work culture. As an Onsite Engineer in London, you will enjoy competitive salaries, comprehensive benefits, and the opportunity to grow your technical expertise while working closely with senior stakeholders in a dynamic environment. Our commitment to employee development and service excellence makes us an exceptional employer for those seeking meaningful and rewarding careers in IT support.
