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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch support and service delivery.
- Company: Join Bytes, a leading IT solutions provider with a culture of innovation and inclusivity.
- Benefits: Enjoy competitive salary, professional development opportunities, and a supportive work environment.
- Why this job: Be a mentor in a collaborative culture that values growth and continuous improvement.
- Qualifications: Essential skills include technical support experience, leadership abilities, and a customer-focused mindset.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Direct message the job poster from Bytes Software Services
Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.
At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.
Your Future Starts Here
PURPOSE OF JOB:
As a Technical Service Desk Team Leader, you will manage and lead the Service Desk team, ensuring high-quality support and service delivery. You will be responsible for managing resource planners, conducting 1:1 meetings, team meetings, and performance reviews. You will also handle more complex tickets, share knowledge, and serve as a role model and mentor for the entire team. Your organizational and methodical approach will ensure all areas of the Service Desk responsibilities are managed effectively.
KEY RESPONSIBILITIES:
- Lead and manage the Service Desk team, providing guidance and support.
- Manage resource planners, ensuring adequate coverage and efficient use of resources.
- Conduct regular 1:1 meetings, team meetings, and performance reviews.
- Provide first-line technical support via phone, email, and chat.
- Diagnose and resolve hardware and software issues efficiently.
- Manage and prioritize service requests and incidents.
- Escalate complex issues to higher-level support teams when necessary.
- Maintain accurate records of all support interactions in the service desk system.
- Assist with the setup, configuration, and maintenance of IT equipment.
- Provide guidance and training to users on IT-related topics.
- Collaborate with other IT team members to enhance service delivery.
- Act as a primary point of support for other team members, offering guidance and assistance.
- Take ownership of more complex tickets and ensure timely resolution.
- Share knowledge and best practices with the team to improve overall service quality.
- Serve as a role model and mentor for the entire team, promoting a positive and collaborative work environment.
- Learn and better understand the FreshService ticketing system to enhance day-to-day activities.
- Own the process of putting forward and encouraging others to suggest ideas for improvement.
- Coordinate and publish IT announcements.
- Maintain systems support information and documentation for both end users and within the team.
- Develop and implement training programs for new hires and ongoing training for existing staff.
- Monitor and report on team performance metrics, identifying areas for improvement.
- Ensure compliance with IT policies and procedures.
- Manage the escalation process, ensuring timely resolution of critical issues.
- Foster a culture of continuous improvement within the team.
- Participate in the recruitment and onboarding of new team members.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Qualifications
- Client Applications – Microsoft Office, Microsoft Teams- Essential
- Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards) – Essential
- Certifications such as CompTIA A+, Network+, or ITIL. – Essential
- Experience with service desk software and remote support tools. – Essential
- Knowledge of cloud services and virtualisation technologies. – Essential
Other Requirements
- Bachelor\’s degree in Information Technology, Computer Science, or a related field. – Desirable
- Proven experience in a technical support or service desk role. – Essential
- Strong knowledge of Windows and Mac operating systems. Desirable
- Familiarity with network troubleshooting and basic network concepts. – Desirable
- Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools. Desirable
- Excellent problem-solving and communication skills. – Essential
- Positive attitude towards problem-solving and learning new technologies. – Essential
- Adaptable and flexible in an ever-evolving environment. – Essential
- Customer-focused and driven to resolve incidents and requests accurately and promptly. – Essential
- Demonstrated leadership skills and experience in managing teams, conducting performance reviews, and mentoring team members. – Essential
Qualities
- Articulate, literate, presentable, customer facing & technically astute. – Essential
- Self-motivated enthusiastic and willing to learn. – Essential
- Punctuality & good time keeping are essential. – Essential
Working Hours and Benefits
Working Hours:
The EUC support team covers business hours from 08:00 to 17:30, Monday to Friday.
Diversity and Inclusion:At Bytes Technology Group, we believe that diversity and inclusion are key to fostering innovation and creativity. We are committed to creating a workplace where everyone feels valued and respected, regardless of their background, identity, or beliefs. We encourage applications from all qualified candidates and are dedicated to providing equal opportunities for all employees.
Company Culture:At Bytes Technology Group, we live by our motto, \”Grow great people.\” We believe in investing in our colleagues and supporting their individual career journeys. Our culture is built on continuous learning, collaboration, and the personal and professional growth of our team members.
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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Industries
IT Services and IT Consulting
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Service Desk Team Lead employer: Bytes Software Services
Contact Detail:
Bytes Software Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with the FreshService ticketing system, as it's crucial for the role. Understanding its functionalities will not only help you in your day-to-day tasks but also demonstrate your initiative and readiness to hit the ground running.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams or projects in the past. Be ready to discuss specific situations where you mentored team members or improved service delivery.
✨Tip Number 3
Research Bytes Software Services and their company culture. Understanding their commitment to diversity, inclusion, and employee development will allow you to align your values with theirs during discussions.
✨Tip Number 4
Network with current or former employees of Bytes on platforms like LinkedIn. Engaging with them can provide valuable insights into the company and may even lead to a referral, increasing your chances of landing the job.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and team leadership. Use keywords from the job description, such as 'Service Desk', 'performance reviews', and 'technical support', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've successfully led teams or resolved complex technical issues in the past, showcasing your problem-solving skills.
Highlight Relevant Qualifications: Clearly list any certifications you hold, such as CompTIA A+, Network+, or ITIL, as well as your experience with service desk software. This will help demonstrate your technical expertise and suitability for the role.
Showcase Leadership Experience: Emphasise your leadership skills by providing examples of how you've mentored team members or improved team performance. This is crucial for a role that involves managing a Service Desk team.
How to prepare for a job interview at Bytes Software Services
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams, conducted performance reviews, and mentored colleagues in previous roles.
✨Familiarise Yourself with the Tools
Make sure you have a good understanding of the FreshService ticketing system and any other relevant tools mentioned in the job description. Being able to discuss your experience with these systems will show your preparedness for the role.
✨Emphasise Problem-Solving Abilities
Highlight your problem-solving skills by preparing specific examples of complex issues you've resolved in the past. This will demonstrate your capability to handle the technical challenges that may arise in the position.
✨Understand the Company Culture
Bytes values collaboration and continuous improvement. Research their culture and be ready to discuss how you can contribute to fostering a positive work environment and support the growth of your team members.
