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For Companies At a Glance
- Tasks: Lead a team of IT engineers, ensuring top-notch support and efficient ticket management.
- Company: Join a dynamic company focused on delivering exceptional IT services to clients.
- Benefits: Enjoy a competitive salary, opportunities for growth, and a supportive work environment.
- Why this job: Be part of a collaborative culture that values innovation and professional development.
- Qualifications: Experience in service desk support and previous management roles are essential.
- Other info: This is a permanent position with a salary of up to £37,000.
The predicted salary is between 30000 - 37000 £ per year.
We are looking for an experienced Service Desk Team Leader. You will support and supervise our first line IT engineers providing industry leading IT support to our clients. Supporting the team with learning and development as well as being an escalation point for tickets.
Responsibilities:
- Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care.
- Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment.
- Monitoring and reporting on failovers to find out what/why they have happened - and fix.
- Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality.
- Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention.
- Play a key role in hiring the right talent to join the team, ensuring we’re set up for success with the best people onboard.
- Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best.
- Take part in a management on-call rota for first line related HR matters outside of office hours.
- Manage the team rota. This includes managing sickness and holidays within your team.
Ideal Candidate:
- You’ve got a background in service desk support, ideally within an MSP.
- Previous management or supervisory experience required.
- Be an experienced leader and able to showcase leadership skills.
- Strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture.
- Confidence in providing regular feedback and conducting performance reviews to help team members grow professionally.
- Skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources.
IT Service Desk Team Leader employer: Cherry Professional - Relationship Led Recruitment
Contact Detail:
Cherry Professional - Relationship Led Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Leader
✨Tip Number 1
Familiarise yourself with the latest IT service management tools and methodologies. Being well-versed in platforms like ITIL or Agile can set you apart, as these are often crucial in managing service desk operations effectively.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Think about specific situations where you inspired your team or improved processes, as these stories will resonate well during discussions.
✨Tip Number 3
Network with current or former employees of StudySmarter or similar companies. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to discuss how you would handle specific scenarios related to ticket escalation and team management. Having a clear strategy for maintaining SLAs and ensuring client satisfaction will demonstrate your readiness for the role.
We think you need these skills to ace IT Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk support and management. Use keywords from the job description, such as 'first-line support', 'mentoring', and 'ticket escalation' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and leadership. Mention specific examples of how you've inspired and managed teams in the past, and how you can bring that experience to the role.
Showcase Your Leadership Skills: Provide concrete examples of your leadership experience in your application. Discuss how you've handled team dynamics, resolved conflicts, and improved workflows in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Cherry Professional - Relationship Led Recruitment
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, highlighting your mentoring and conflict resolution skills.
✨Understand the Technical Aspects
Familiarise yourself with common IT issues and solutions that first-line support technicians encounter. Being able to discuss these topics confidently will show your technical competence and understanding of the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you had to escalate tickets or improve workflows, and be ready to discuss your thought process.
✨Emphasise Your Commitment to Team Development
Highlight your experience in training and developing team members. Discuss any training sessions you've conducted and how you've helped others grow professionally, as this is crucial for the role.
