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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and improve service delivery.
- Company: Join a forward-thinking Managed Service Provider with a focus on innovation.
- Benefits: Enjoy hybrid working, competitive salary, and generous annual leave.
- Why this job: Make a real impact by mentoring others and driving team success.
- Qualifications: Experience in IT support and strong leadership skills required.
- Other info: Great career growth opportunities in a modern work environment.
The predicted salary is between 36000 - 60000 £ per year.
Base pay range
As a Service Desk Team Leader, you will be responsible for assisting the Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team.
Job Role Responsibilities
Personal and Team Development: 55%
- Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour
- Train and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the role
- Responsible for Quarterly reviews within the 3rd line team
- Deputise as Head of Service Desk where required
User Support and advice: 20%
- Fully understand the service Bechtle has been engaged to deliver in line with contractual arrangements
- Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
- Aid the Head of Service Desk to coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teams
- Ensure that all tickets are prioritised and assigned appropriately and in accordance with XLA’s and client SLA’s
Comply with Bechtle’s standard working practices: 20%
- Comply with all company, department and client policies and procedures to include attending team meetings and completion of administrative tasks
- Assist the Head of Service Desk with maintaining departmental standards and professionalism
- Promote and ensure the department adheres to Bechtle ITIL processes and procedures
Research and Development: 5%
- Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met
Job Requirements
- Experience working for an MSP
- Advanced knowledge within the following pillars: Networking, Server, Storage, Hardware, Security, Cloud, Modern Workplace
- Certifications highly desired: VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, VMC
- Coaching/mentoring, motivational skills and performance management
- Flexibility to cope with an ever-changing workload and availability of resources
- Good understanding and technical capability
What we offer
- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
- Location – close to the M4 with a modern, up to date living space and ample parking.
- Subsidised health care/medical benefits
- Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
Reports to
Reports to: Head of Service Desk
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
- Industries
- IT Services and IT Consulting
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3rd Line Team Leader employer: Bechtle UK
Contact Detail:
Bechtle UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Bechtle or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching common questions for a 3rd Line Team Leader role. Think about how your experience aligns with their needs, especially around team management and customer service. We want you to shine!
✨Tip Number 3
Show off your skills during the interview! Bring examples of how you've handled escalations or improved processes in your previous roles. This is your chance to demonstrate your expertise and leadership abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace 3rd Line Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the 3rd Line Team Leader role. Highlight your experience in managing teams, dealing with escalations, and improving processes. We want to see how you can contribute to our mission!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our objectives. Be genuine and let your personality come through – we love to see enthusiasm!
Showcase Relevant Experience: When filling out your application, focus on your experience with Managed Service Providers and any relevant certifications. Mention specific projects or achievements that demonstrate your ability to lead and improve team performance.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Bechtle UK
✨Know Your Stuff
Make sure you have a solid understanding of the technical areas mentioned in the job description, like Networking, Server, and Cloud. Brush up on your knowledge of ITIL processes too, as this will show that you're serious about adhering to company standards.
✨Showcase Your Leadership Skills
As a 3rd Line Team Leader, you'll need to demonstrate your ability to manage and mentor a team. Prepare examples of how you've successfully coached others or handled escalations in the past. This will highlight your experience and readiness for the role.
✨Understand the Company Culture
Research Bechtle's values and work culture. During the interview, relate your answers back to how you can contribute to their objectives and improve customer experience. This shows that you're not just looking for any job, but that you're genuinely interested in being part of their team.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about their approach to team development or how they measure success in the Service Desk. It shows you're engaged and thinking critically about the role.