At a Glance
- Tasks: Lead a dynamic IT service desk team while tackling technical challenges.
- Company: Join a growing organisation in Ipswich with a vibrant IT culture.
- Benefits: Competitive salary, career growth, and hands-on technical involvement.
- Other info: Exciting opportunity for personal and professional development in a supportive environment.
- Why this job: Make a real impact by mentoring engineers and improving service delivery.
- Qualifications: Experience in IT leadership or senior support roles with strong technical skills.
Bristow Holland is working with a growing organisation in Ipswich that is looking to recruit an experienced Service Desk Team Lead to join its IT team. This is a great opportunity for someone who already has experience in a Service Desk leadership or management position, or a Senior IT Support Engineer who has been involved in leading, mentoring, managing or supporting other engineers and is now looking to take the next step in their career. The role offers a good balance of team leadership, technical support and service improvement, with the opportunity to take ownership of the day-to-day service desk operations while remaining involved in the technical side of IT.
As Service Desk Team Lead, you'll take responsibility for the day-to-day running of the service desk, ensuring tickets are managed effectively, engineers are supported and customers receive a high standard of service. You'll be responsible for leading and mentoring a team of 1st and 2nd Line Engineers, managing workloads, overseeing escalations and helping improve the overall efficiency of the support function. Although this is primarily a leadership position, you'll still remain technically hands-on, getting involved in complex escalations, infrastructure issues and major incidents when required.
Key Responsibilities:
- Managing the day-to-day operations of the IT service desk
- Leading, supporting and mentoring a team of 1st and 2nd Line Engineers
- Monitoring ticket queues, prioritising workloads and managing escalations
- Acting as a technical escalation point for complex infrastructure and support issues
- Managing major incidents and ensuring effective communication with customers
- Improving service desk performance, reducing ticket backlogs and identifying recurring issues
- Supporting engineers with technical troubleshooting and problem resolution
- Managing resource planning, workload allocation and team capacity
- Supporting the onboarding, training and development of engineers
- Helping improve internal processes, documentation and service delivery standards
- Supporting Microsoft 365, Windows Server, Azure and networking environments
- Contributing to improvements in monitoring, automation and support tools
Key Skills & Experience:
We're looking for someone with a strong technical background who already has experience leading, managing, mentoring or supervising other engineers and enjoys helping develop a team while remaining involved in the technical side of IT. Ideally, you'll have experience across a mixture of:
- Previous experience in a Service Desk Team Lead, IT Support Manager, IT Support Team Lead, Senior IT Support Engineer or similar position involving leadership, management or mentoring responsibilities
- Experience leading, managing, supporting or mentoring a team of IT Support Engineers
- Strong Microsoft 365 administration and troubleshooting experience
- Windows Server and Active Directory
- Microsoft Azure and cloud technologies
- Networking, including switches, routing, firewalls and VPNs
- Troubleshooting complex infrastructure and technical support issues
- Managing ticket queues, escalations and service desk priorities
- Strong customer service and communication skills
- Experience working in a busy, customer-focused IT support environment
Service Desk Team Leader in Ipswich employer: Bristow Holland Ltd
Bristow Holland is an exceptional employer, offering a dynamic work environment in the Stowmarket area where innovation and security are at the forefront of their technology solutions. With the flexibility of two days a week working from home, employees benefit from a supportive culture that prioritises professional growth and collaboration across a broad technical landscape. Joining the team as a Senior IT Infrastructure Engineer means being part of a forward-thinking organisation committed to developing secure and resilient IT infrastructures while providing ample opportunities for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bristow Holland Ltd. 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 Bristow Holland Ltd 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 Service Desk Team Leader in Ipswich
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 Bristow Holland Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Bristow Holland Ltd 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 Bristow Holland Ltd!
How to prepare for a job interview at Bristow Holland Ltd
✨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.
