At a Glance
- Tasks: Lead and inspire the Service Desk team to deliver exceptional customer service.
- Company: Join a pioneering IT solutions provider with over 30 years of experience.
- Benefits: Competitive salary, bonuses, training, private medical insurance, and 34 days holiday.
- Other info: Opportunity for professional growth and industry certifications.
- Why this job: Make a real impact by developing a high-performing team in a dynamic environment.
- Qualifications: Experience in MSP business and strong knowledge of ITIL processes required.
The predicted salary is between 40000 - 50000 £ per year.
Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on professional and financial services sectors, including private equity, venture capital, and legal firms, including the top ten UK law firms. We are a Microsoft Gold Partner, a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. We’re a pioneering and innovative organization; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.
About the role
This new position at DA presents an excellent opportunity for a customer-oriented professional to influence the evolution of the Service Desk team and the delivery of an exceptional customer service. You will work alongside the Service Desk Manager from our head office in Holborn, Monday to Friday, supporting the smooth running and ongoing development of the customer support team. Key to the success of the role will be to inspire, motivate and instil the right behaviours, to build a skilful and high‑performing team. Therefore, you will be expected to lead by example and set standards, ensuring the culture supports cohesiveness across the team.
You will collaborate with the Service Desk Manager to ensure that the team has a solid understanding of ITIL processes and drive continual service improvements to our ways of working and tools, so that we develop an effective team of skilled engineers and through this, deliver an exceptional service to our customers.
Responsibilities
- Team leadership
- Be an inspiring and visible team leader - instil best ITIL practice, coach the team to ensure we deliver best quality service
- Promote culture of continuous learning - regularly assess the skills matrix and, in conjunction with the Service Desk Manager, ensure an adequate resource capability
- Promote and ensure knowledge sharing
- Develop strong collaboration/teamworking culture in the hybrid working model
- Develop a culture of continuous feedback
- Operations and service delivery
- Perform regular 121s and performance reviews to ensure engineers stay on track, develop their skills and are nurtured (both, from the development and wellbeing perspective)
- Act as the deputy for the Service Desk Manager (as and when required)
- Collaborate with the Service Delivery Manager in coordinating exceptional customer service
- Act as the technical escalation point – assist and/or guide the resolution of technical issues
- Evaluate team processes and improve as appropriate to meet applicable SLAs
- Manage the team’s rota to ensure appropriate levels of coverage
- Monitor and drive improvements to our Knowledge Management System
- Run daily team stand ups to ensure the team are focused and have opportunity to raise awareness
- Reporting
- Support the Service Desk Manager in service planning, reporting and continuous improvements
- Prepare reports for weekly/month performance meetings
- Perform regular reviews of tickets and customer contact (calls, webchat) resulting in quality checks
- Ensure wall board information is accurate and highlights critical aspects of daily performance
Qualification, experience and skills
- Previous career within MSP business, managing high volumes of ticket management, configuration, and asset management systems
- Good practical working knowledge of the ITIL processes
- Background of working in a service provider environment, coordinating busy service desk
- Excellent experience of supporting Microsoft technologies (i.e., M365, Intune, Teams, SharePoint, Azure)
- Experience of typical incident and major incident management processes
- Evidence of successful managing and developing a team
- Fluent spoken and written English
About the person
- Natural leader – instils confidence, inspires, brings gravitas and enjoys developing others
- Positive – able to motivate the team to achieve their goals, do their best and exceed expectations
- Accountable – proud to own their remit of work with sense of responsibility for the team’s performance
- Empathy – listen to understand, support, and acknowledge challenges staff may be facing
- Team player – Collaborate and be open to receive feedback. Understand that individual performance is critical to the success of the team
- Facilitator – patient, good at planning, guiding and navigating through discussions, keeping the goal in sight.
What we offer in return
- Basic salary plus bonus
- Sponsored development supported by industry training and certifications
- Incentives for passing Microsoft certifications
- Company pension scheme
- Employee Assistance Programme (wellbeing, physical, financial)
- Private medical insurance
- Income protection insurance
- 34 days holidays (including 8 days of bank holidays and day off on your birthday)
Service Desk Team Leader employer: Doherty
Doherty Associates is an exceptional employer that fosters a culture of continuous learning and collaboration, making it an ideal place for professionals looking to grow in the IT sector. Located in Holborn, our head office offers a dynamic work environment where you can lead a high-performing Service Desk team while benefiting from sponsored development, industry training, and a comprehensive employee assistance programme. With a strong focus on employee wellbeing and generous holiday allowances, we are committed to supporting our staff both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Doherty Associates or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Understand their focus on ITIL processes and customer service excellence. This will help you tailor your responses and show that you're a perfect fit for the Service Desk Team Leader role.
✨Tip Number 3
Practice your leadership stories! Think of examples where you've inspired a team or improved service delivery. Being able to share these experiences will demonstrate your capability to lead and motivate the Service Desk team effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Service Desk Team Leader role. Highlight your leadership experience, ITIL knowledge, and any relevant Microsoft technologies you've worked with.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've inspired teams or improved service delivery in previous positions. We love a good story!
Showcase Your Soft Skills:Don’t forget to highlight your soft skills like empathy, accountability, and teamwork. These are crucial for a leadership role, so give us examples of how you've demonstrated these traits in your past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Doherty
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL processes in your previous roles, and think of examples where you've driven service improvements. This will show that you understand the framework and can lead your team effectively.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you inspire and motivate teams. Think of specific instances where you've successfully developed team members or fostered a collaborative culture. This is key for the Service Desk Team Leader role, so make it personal and relatable.
✨Demonstrate Customer-Centric Thinking
Since this role is all about exceptional customer service, be ready to share examples of how you've gone above and beyond for customers in the past. Highlight your experience in managing high volumes of tickets and how you ensure quality service delivery.
✨Prepare Questions That Matter
Have a few thoughtful questions ready for the interviewers. Ask about their current challenges with the Service Desk team or how they measure success in customer service. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
