At a Glance
- Tasks: Lead a team in providing top-notch technical support and mentoring.
- Company: Join a dynamic service delivery organisation focused on innovation.
- Benefits: Enjoy generous leave, gym discounts, life insurance, and competitive pay.
- Other info: Great career growth opportunities and a supportive work environment.
- Why this job: Make a real impact by resolving client issues and leading a talented team.
- Qualifications: 5+ years in IT support, strong troubleshooting skills, and a degree preferred.
The predicted salary is between 40000 - 50000 £ per year.
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced troubleshooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.
Responsibilities:
- Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.
- Provide training, coaching, and real-time assistance to all Service Desk Analysts.
- Identify strengths and weaknesses among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.
- Assist management in QA Review processes to improve ticket quality and escalation.
- Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.
- Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.
- Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.
- Develop familiarity with client contracts to understand service levels and obligations.
- Assist in new hire onboarding process.
Skills:
- Experience with ServiceNow ITSM platform.
- Incident, request, problem, change and major incident management experience.
- Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
- Microsoft Windows 10 & 11
- Microsoft Server 2016-2025
- Microsoft 365 & Intune
- Entra ID/Active Directory
- Citrix Xenapp
- Virtualization, e.g. VMware, Hyper V, Proxmox
- Cisco Meraki
- Email Security, e.g. Proofpoint, Mimecast
- Excellent customer service and service management skills.
- High energy, friendly with the ability to articulate technical solutions into layman terms.
- Able to work under pressure, prioritise and multitask.
Qualifications:
- Bachelor’s degree preferred.
- Technical certifications and training a plus.
- ITIL certification or strong knowledge of working practices.
- 5 years minimum experience in a relevant field.
- Experience within a large service delivery organization a plus.
What you can Expect:
- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply).
- Gym discount.
- Life insurance.
- Comprehensive travel insurance for you and your family in line with scheme rules.
- Confidential well-being and counselling support.
- Competitive Compensation.
- Contributory pension scheme.
- Company events.
- Private Medical and Dental Insurance.
Team Lead, Enterprise Service Desk employer: Dormont Manufacturing Co
As a Team Lead at our Enterprise Service Desk, you will thrive in a dynamic and supportive environment that prioritises employee growth and well-being. We offer competitive compensation, generous annual leave, and comprehensive benefits including private medical and dental insurance, ensuring you feel valued and supported in your role. Our collaborative work culture encourages continuous learning and development, making it an excellent place for those seeking meaningful and rewarding employment in the heart of a large service delivery organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead, Enterprise Service Desk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. 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 Dormont Manufacturing Co 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 Team Lead, Enterprise Service Desk
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 Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co 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 Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨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.
