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.
- Other info: Great career growth opportunities in a modern work environment.
- Why this job: Make a real impact by mentoring others and driving team success.
- Qualifications: Experience in IT support and strong leadership skills required.
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
#J-18808-Ljbffr
3rd Line Team Leader in Northampton employer: Bechtle UK
Bechtle UK is an excellent employer that values proactive individuals who thrive in a dynamic environment. With a hybrid working model, competitive salary, and a strong focus on employee growth, you will find ample opportunities for career progression while being part of a supportive team that prioritises customer satisfaction and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Team Leader in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bechtle UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bechtle UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 3rd Line Team Leader in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bechtle UK:Your cover letter is your chance to shine! Tell us why you want to work at Bechtle UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bechtle UK!
How to prepare for a job interview at Bechtle UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
