Service Desk Team Lead / Technical Support Manager

We have a fantastic new job opportunity for a Service Desk Team Lead / Technical Support Manager with a company that design, deliver and manage solutions to meet their clients’ strategic and IT needs across Cloud (mostly Azure), Infrastructure, Connectivity and End-User services. They have also developed a range of innovative systems covering areas from automation to governance and security, all helping themselves differentiate their services from other providers.

This is an exciting opportunity to join an industry-leading support department. Reporting to the Head of Support Services, the Service Desk Team Lead / Technical Support Manager is responsible for delivering excellent support experience to clients while maintaining efficiency, this includes leading, coaching and development of the 1st Line Helpdesk Team., Your duties as the Service Desk Team Lead / Technical Support Manager include:

• Lead from the front – bring clear direction for the Helpdesk setting and measuring appropriate KPIs and OLAs to drive the right outcomes for customers

• Be a role model – demonstrate what good looks like; instil and promote the right behaviours

• Be a dynamic, positive and enthusiastic leader, whilst maintaining focus and structure around your work

• Promote a customer-centric focus, coach your team on the best customer support practices

• Inspire your team – building morale, promote the Company’s culture and core values

• Build trust and promote an inclusive and fair working environment

• Instil accountability – ensure urgency and accuracy as well as appropriate focus and engagement

• Be a visible leader – represent and promote your team at the company stand ups

• Ensure that your field team is connected with the business – organise regular team meetings to bring people together (virtually an/or at the office) and visit client sites to meet your team

• Line manage a team of 1st line Service Desk Engineers

• Ensure your team provides a responsive service

• Provide support to your team in resolving infrastructure and desktop technical issues, escalating to the relevant team where appropriate

• Define KPIs and objectives

• Work with the Head of Support Services to continually assess any skills gaps across operations

• Effectively plan and perform regular 121s

• Invest in your team’s development – plan training and promote continuous personal development

• Create and develop a virtual workplace community through regular team check-ins

• Ensure your team’s well-being; promote healthy work behaviours

• Plan and maintain the Service Desk rota

• Produce internal performance reports

• Be part of the OOH Management Team (be the escalation point to the OOH support engineers)

• Deputise for the Head of Support Services during their absence

• Be responsible for resolving client complaints and escalations; ensure consistent communication with the client and/or Account Managers throughout

We’re seeking a dynamic Service Desk Team Lead / Technical Support Manager with a passion for driving results and inspiring others where you’ll mentor and develop a team of technical experts, empowering them to deliver exceptional service to the company’s prestigious clients. If you thrive in a fast-paced environment, possess exceptional organisational and time-management skills, and have a proven track record of leading successful IT Helpdesk Teams, this is your chance to shine. Join an award-winning, entrepreneurial, independent IT firm in the heart of the City of London, a Microsoft Gold Cloud Partner, a Direct Microsoft Cloud Provider (CSP), and ISO27001 accredited, and help the company deliver secure and fully managed IT services to their impressive portfolio of clients.

• Annual Salary up to £45,000 per annum with a bonus up to £10,000

• Working in an inclusive environment

• Industry renowned training/certifications (sponsored by the company)

• Personal development time (with the use of Pluralsight training platform)

• Wide range of company benefits

• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service

• Day off on your birthday

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