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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch support and continuous improvement.
- Company: Join a leading UK IT services provider with a strong reputation and collaborative culture.
- Benefits: Enjoy a competitive salary, health benefits, and opportunities for professional growth.
- Why this job: Make a real impact by mentoring a talented team and enhancing customer service.
- Qualifications: Previous leadership experience in technical support and strong IT systems knowledge required.
- Other info: Be part of an award-winning team with excellent career advancement opportunities.
The predicted salary is between 24000 - 42000 £ per year.
Are you looking for an exciting new opportunity? Join a leading UK channel-only IT services provider, backed by Ingram Micro and headquartered in Northwich, Cheshire. Established in 2002, this organisation delivers comprehensive support ranging from design and installation to ongoing and managed services, exclusively through partner resellers, ensuring it never competes directly with end clients. With nearly 200 professionals supporting over 850 partners and maintaining more than 30,000 active support contracts, they offer vendor-agnostic maintenance, cloud platforms, and lifecycle management backed by world-class infrastructure. Renowned for their high-calibre team and dedication to going the extra mile, the company earned accolades such as the 2023 CRN Services Provider of the Year and holds prestigious accreditations from Cisco, Microsoft, VMware, ISO, and CREST.
Key Responsibilities:
- Oversee day-to-day Service Desk operations, ensuring SLA compliance and optimal task coverage.
- Prioritise workloads and manage resource allocation across the team.
- Lead and motivate the team, resolving conflicts and maintaining high morale.
- Implement new processes and support continuous improvement initiatives.
- Hold regular team meetings and address employee concerns or suggestions.
- Provide support for engineers and partners dealing directly with end users.
- Manage escalations and workflows aligned with performance KPIs.
- Identify and implement improvements in support processes and documentation.
- Ensure timely and informative communication during outages and planned works.
- Manage resourcing to cover absences, including arranging overtime if required.
- Lead during major incident escalations and communicate effectively with stakeholders.
- Ensure team adherence to Business Management and Information Security systems.
- Identify training needs and recommend development plans to senior leadership.
- Mentor, coach, and train team members to support career growth and performance.
- Monitor individual and team performance, addressing any conduct, attendance, or output issues.
- Ensure all direct reports are aligned with defined job roles and objectives.
Requirements:
- Previous experience in a leadership or team lead position within a Service Desk or technical support environment.
- Strong understanding of IT systems, troubleshooting, and ITIL practices.
- Professional, structured, and proactive approach to customer service and operations.
- Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
- Extensive knowledge of broadband and voice products (FTTC, FTTP, MPF, VOIP, CPS) and Ethernet technologies.
- Experience working in the telecoms industry preferred.
- Excellent verbal and written communication skills in English.
- Familiarity with Power BI is advantageous.
Benefits:
- Dentist
- Health
- Salary: £30,000 per annum
Service Desk Team Lead - Systems Integrator in London employer: Hamilton Barnes Associates Limited
Contact Detail:
Hamilton Barnes Associates Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead - Systems Integrator in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Desk Team Lead role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your leadership experience and IT knowledge. Be ready to share examples of how you've improved processes or motivated your team in past roles.
✨Tip Number 3
Prepare for interviews like it’s game day! Research the company and its values, especially their commitment to customer service and support. Think about how your experience aligns with their needs and be ready to discuss it.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our awesome team.
We think you need these skills to ace Service Desk Team Lead - Systems Integrator in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Team Lead role. Highlight your leadership experience and any relevant IT support skills. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about this opportunity and how you can contribute to our team. Keep it engaging and personal – we love a bit of personality!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples to demonstrate how you've improved processes or led successful projects in previous roles. We appreciate results-driven candidates!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Hamilton Barnes Associates Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of IT systems and troubleshooting techniques. Familiarise yourself with ITIL practices and the specific technologies mentioned in the job description, like broadband and voice products. This will show that you're not just a leader but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or resolved conflicts. Highlight how you motivated your team and maintained high morale, as this role requires strong leadership qualities. Be ready to discuss your approach to mentoring and coaching team members.
✨Communicate Clearly
Since excellent communication skills are crucial for this position, practice articulating your thoughts clearly and concisely. Think about how you would handle major incident escalations and communicate with stakeholders. You might even want to prepare a few scenarios to demonstrate your communication style.
✨Be Proactive About Improvement
This role involves implementing new processes and continuous improvement initiatives. Come prepared with ideas on how you could enhance support processes or documentation. Showing that you have a proactive mindset will impress the interviewers and align with their dedication to going the extra mile.
