At a Glance
- Tasks: Lead a dynamic IT service desk team while providing hands-on technical support.
- Company: Growing organisation in Ipswich with a focus on innovation and teamwork.
- Benefits: Competitive salary, career progression, and a supportive work environment.
- Other info: Opportunity for personal growth and to shape the future of IT support.
- Why this job: Take your leadership skills to the next level and make a real impact.
- Qualifications: Experience in service desk leadership or senior IT support roles.
The predicted salary is between 31500 - 38500 £ per year.
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.
The Role
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
Service Desk Team Leader 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
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Bristow Holland Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Bristow Holland Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Bristow Holland Ltd!
✨Direct Apply to Bristow Holland Ltd
Let's not forget to apply directly through the Bristow Holland Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Bristow Holland Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Bristow Holland Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Bristow Holland Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
