ServiceDesk Team Lead
Location: East Midlands
Industry: IT
Salary: £30000 - £35000 per annum + remote working & benefits package
Posted: 15/03/2022
Job Overview
IT Service Desk Team Leader - a 50/50 blend of mandating procedural excellence and accepting hands‑on support duties. The role mandates coaching and super‑vising a small squad of Service Desk Analysts while effectively self‑managing a balanced mix of 1st‑line internal customer requests with occasional 2nd‑line and escalated tickets.
Responsibilities and Skills
- Develop and grow the service desk team to enhance customer satisfaction KPIs.
- Maintain and enforce high-level support standards and procedures.
- Improve the quality of work and processes while focusing on customer satisfaction.
Skills & Experience
- 5+ years’ service desk/IT support experience, inclusive of team leadership duties.
- Direct experience working in a customer‑service role alongside IT technicians and engineers.
- Utilisation of the ITIL framework in the delivery of IT services.
- ITIL environment experience is advantageous; certification is a bonus.
- Experience in desktop support, Microsoft & Office 365 suite (Outlook, Exchange, etc.). Training on additional business applications will be provided.
Benefits
Hybrid working model – initial bedding‑in at the Derby office followed by 50/50 home/remote flexibility. Salary up to £34k plus a comprehensive benefits package.
EEO Statement
Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.
ServiceDesk Team Lead employer: Ascent People Ltd
Ascent People Ltd is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Warrington. With a strong emphasis on employee growth, you will have the opportunity to mentor junior team members while developing impactful business strategies in a supportive hybrid environment. Enjoy the unique advantage of flexible working arrangements, allowing you to balance professional development with personal commitments.
