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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch IT support and customer satisfaction.
- Company: Join Auxilion, a company dedicated to creating a great workplace and supporting client journeys.
- Benefits: Enjoy career development opportunities, a supportive culture, and potential remote work options.
- Why this job: Perfect for tech enthusiasts eager to troubleshoot and grow in a collaborative environment.
- Qualifications: 2-3 years of team lead experience; knowledge of O365, Azure, and Windows environments required.
- Other info: ITIL certification is a plus; strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
The Service Desk Team Lead is responsible for the management of the Service Desk team. The Service Desk team provides L1 end user support across multiple customers. This role involves leading a team of up to 10 direct reports.
Key Responsibilities:
- Oversee the delivery of IT support services, including incident management, problem resolution, and service request fulfilment, ensuring timely and effective resolution of issues in accordance with established service level agreements (SLAs).
- Lead and motivate a team of service desk support analysts, providing guidance, coaching, and support to ensure high levels of productivity, performance, and morale.
- Foster a customer-centric culture within the team, emphasising the importance of delivering excellent customer service and maintaining strong relationships with clients.
- Monitor customer feedback and satisfaction levels, taking proactive measures to address any concerns or issues.
- Identify opportunities for process improvements and optimisation within the service desk operation.
- Develop and implement training programs and initiatives to enhance the technical skills and knowledge of team members.
- Monitor team performance and key performance indicators (KPIs), such as first call resolution rate, average response time, and customer satisfaction scores.
- Manage escalations and complex issues, providing guidance and support to team members as needed to ensure timely resolution and customer satisfaction.
- Ensure maintenance of accurate records of incidents, service requests, and resolutions in the service desk ticketing system.
- Contribute actively to the on-boarding of new customers ensuring sufficient knowledge transfer is arranged for the support team.
- Line management of all team members ensuring that development plans are in place for all team members, carrying out performance evaluations, promotions, hiring and disciplinary responsibilities.
- Own the quality of support services and drive continuous improvement initiatives.
Technical Competencies Required:
- Experience supporting O365, Exchange, Azure, Active Directory.
- Strong working knowledge of Microsoft Office 2007/2013/Office 365.
- Experience of working with Microsoft Windows environments including Windows 10/11 and applications.
- Ideally Azure fundamentals or Azure Administration certifications.
Experience Required:
- 2-3 years team lead or team management experience.
- Experience creating rotas, conducting performance reviews and creating development plans.
- Experience of working in a helpdesk/deskside environment.
- Ability to cope with pressures of peak workloads, short deadlines.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work collaboratively in a team environment.
- Experience representing the service desk during monthly reviews.
- ITIL-foundation certified will be advantageous.
At Auxilion, we strive to be a great place to work, with career opportunities and development of people in our DNA.
Service Desk Team Lead employer: Auxilion
Contact Detail:
Auxilion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as O365, Azure, and Active Directory. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your technical competence and readiness for the role.
✨Tip Number 2
Prepare examples of how you've successfully led a team in the past. Highlight your experience in creating rotas, conducting performance reviews, and developing team members. This will show that you have the leadership skills necessary to manage the Service Desk team effectively.
✨Tip Number 3
Research common challenges faced by service desk teams and think about how you would address them. Being able to articulate your strategies for improving customer satisfaction and team performance will set you apart from other candidates.
✨Tip Number 4
Demonstrate your commitment to continuous improvement by discussing any relevant training or certifications you have, especially in ITIL or Azure. This shows that you're proactive about your professional development and can bring valuable insights to the team.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in team leadership and technical support. Emphasise your familiarity with O365, Azure, and Windows environments, as well as any certifications you hold.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention specific examples of how you've led teams, improved processes, or resolved complex issues in previous roles.
Highlight Leadership Experience: Clearly outline your team management experience, including details about performance reviews, training initiatives, and how you've motivated your team to achieve high levels of productivity and morale.
Showcase Problem-Solving Skills: Provide examples of challenging situations you've faced in a helpdesk environment and how you successfully resolved them. This will demonstrate your troubleshooting abilities and customer-centric approach.
How to prepare for a job interview at Auxilion
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching methods and how you foster a positive work environment.
✨Highlight Technical Proficiency
Make sure to discuss your experience with O365, Exchange, Azure, and Active Directory. Be ready to answer technical questions and provide examples of how you've resolved complex issues in a helpdesk environment.
✨Emphasise Customer-Centric Approach
The role requires a strong focus on customer service. Share instances where you've gone above and beyond to ensure customer satisfaction, and how you've used feedback to improve service delivery.
✨Prepare for Performance Metrics Discussion
Be ready to talk about key performance indicators (KPIs) you've monitored in previous roles. Discuss how you've used these metrics to drive improvements and ensure that service level agreements (SLAs) are met.
