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- Tasks: Lead a team providing top-notch IT support and resolve customer tech issues.
- Company: Flotek Group is a dynamic tech company delivering IT solutions across the UK.
- Benefits: Enjoy share equity, referral incentives, onsite parking, and increasing holiday days.
- Why this job: Join a passionate team focused on customer satisfaction and professional growth.
- Qualifications: Experience in 2nd/3rd Line IT Helpdesk and strong leadership skills required.
- Other info: Candidates must reside in the UK; no sponsorship available.
The predicted salary is between 24000 - 30000 £ per year.
Location: St Asaph, Wales
Salary: £28,000 to £30,000 per annum
Job Type: Full time, Permanent
About Us:
Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
About the Role:
We are looking for an enthusiastic customer service-focused team leader, with previous experience of working within the ICT sector, preferably in an IT 2nd/3rd Line Helpdesk Role. You will be responsible for a team of professionals, taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and closing that ticket.
Key Responsibilities:
- Support and upskill new and existing team members
- Reporting to the IT Service Manager
- Producing up to date team statistics (SLAs, KPIs) for the IT Helpdesk
- Assist on 1-2-1s with the IT Service Manager
- Distribute work to team members based on capacity / skillset / knowledge
- Ensure customer faults and incidents are responded to and resolved within SLAs
- Demonstrate ownership, accountability, and strive for 'First Call Resolution'
- Support the team answering the phone to inbound calls from customers who require technical help
- Help the team troubleshoot and resolve software and hardware issues onsite, remotely over the phone and by email
- Investigation and monitoring of IT related, network, workstation, laptop and application performance issues
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction and ticket resolution
- Ensuring all open cases are updated with relevant information and customers are regularly updated
- Responsible for consistently giving a first-class service
- Provide additions and updates to existing process documentation, ensuring we keep solutions up to date
About you:
Job Experience Required:
- Have an IT background within 2nd/3rd Line IT Helpdesk experience is essential
- Experience of leading a team
- Experience in customer service (excellent verbal and written communication skills required)
- Comfortable using CRMs and documentation solution
Benefits:
- Staff Share Equity Scheme
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
- Perkbox offers and discounts
- EAP
Please Note: Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Telecoms Support Engineer may also be considered for this role.
IT Helpdesk Team Leader in St Asaph employer: Flotek
Contact Detail:
Flotek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Team Leader in St Asaph
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description. Understanding the common software and hardware issues that arise in a 2nd/3rd Line Helpdesk role will help you demonstrate your expertise during the interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team or resolved conflicts in previous roles. This will highlight your ability to lead and support your future team effectively.
✨Tip Number 3
Research Flotek Group and their values thoroughly. Be ready to discuss how your personal values align with theirs, as cultural fit is often just as important as technical skills in a team leader position.
✨Tip Number 4
Prepare to discuss your approach to customer service and how you ensure high levels of customer satisfaction. Think of specific instances where you achieved 'First Call Resolution' and be ready to share those stories.
We think you need these skills to ace IT Helpdesk Team Leader in St Asaph
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd/3rd Line IT Helpdesk roles and any leadership experience. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully led a team or resolved customer issues in the past.
Showcase Relevant Skills: Emphasise your customer service skills and technical expertise. Highlight your ability to communicate effectively with both customers and team members, as this is crucial for the role.
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 Flotek
✨Showcase Your Leadership Skills
As a team leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed a team in the past, focusing on your approach to resolving conflicts and supporting team members.
✨Highlight Your Technical Expertise
Make sure to discuss your experience with 2nd and 3rd line IT support. Be ready to explain specific technical issues you've resolved and how you approached troubleshooting, as this will show your depth of knowledge in the ICT sector.
✨Emphasise Customer Service Excellence
Flotek Group values customer service highly, so be prepared to share instances where you've gone above and beyond for customers. Discuss your communication style and how you ensure customer satisfaction, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making process. Think about common IT issues and how you would handle them, including how you would prioritise tasks and manage team workload effectively.
