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- Tasks: Lead the Service Desk team, ensuring smooth operations and high morale.
- Company: Join a top UK IT services provider with a strong reputation and impressive accolades.
- Benefits: Enjoy competitive salary, health benefits, and opportunities for career growth.
- Why this job: Be part of a dynamic team dedicated to excellence and continuous improvement.
- Qualifications: Previous leadership experience in IT support and strong IT systems knowledge required.
- Other info: Located in Northwich, Cheshire, with a focus on employee development and support.
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.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
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
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Service Desk Team Lead - Systems Integrator 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
✨Tip Number 1
Familiarise yourself with ITIL practices and the specific technologies mentioned in the job description, such as broadband and voice products. This knowledge will not only help you during interviews but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a great advantage during your interview.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Be ready to share specific examples of how you've resolved conflicts or improved team performance, as these are key aspects of the role.
✨Tip Number 4
Research the company's recent achievements and accolades, such as the 2023 CRN Services Provider of the Year award. Mentioning these during your conversation can show your enthusiasm for the company and align your values with theirs.
We think you need these skills to ace Service Desk Team Lead - Systems Integrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in leadership roles, particularly within Service Desk or technical support environments. Emphasise your understanding of IT systems and any familiarity with ITIL practices.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and operations. Mention specific examples of how you've led teams, managed escalations, and implemented process improvements in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills related to broadband and voice products, as well as your experience with IT Service Management tools. If you have knowledge of Power BI, be sure to include that too!
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Clear and professional communication is key, especially since excellent written communication skills are a requirement for this role.
How to prepare for a job interview at Hamilton Barnes Associates Limited
✨Showcase Your Leadership Skills
As a Service Desk Team Lead, it's crucial to demonstrate your leadership experience. Prepare examples of how you've successfully managed teams, resolved conflicts, and motivated staff in previous roles.
✨Understand ITIL Practices
Familiarise yourself with ITIL practices and be ready to discuss how you've applied them in your past work. This will show your understanding of service management and your ability to implement best practices.
✨Communicate Clearly
Excellent communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, especially when discussing technical concepts or processes, as you'll need to convey information effectively to both your team and stakeholders.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of specific situations where you had to manage escalations or improve processes, and be ready to explain your thought process and outcomes.
