At a Glance
- Tasks: Lead and develop a team delivering top-notch IT support services.
- Company: Join Computacenter, a leader in managed IT services.
- Benefits: Competitive hourly rate, professional development, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth in a collaborative setting.
- Why this job: Make a real impact by enhancing team performance and customer satisfaction.
- Qualifications: Experience in leading IT support teams and strong people management skills.
The predicted salary is between 28.85 - 28.85 £ per hour.
- Team Leader, Onsite Services
- Working Pattern: Site based
The Opportunity
An excellent opportunity for an experienced Team Leader to join Computacenter's Onsite Services Group, leading a team responsible for delivering high quality IT support services within a customer environment.
This role combines people management with operational delivery, making it ideal for someone who enjoys developing teams, improving processes and maintaining exceptional service standards.
Key Responsibilities
- People Leadership
- Lead, coach and develop a team of onsite IT technicians and support staff.
- Conduct regular team meetings and quarterly one to ones.
- Manage performance, attendance, holidays and resource planning.
- Support employee development through coaching, training and mentoring.
- Manage recruitment, onboarding and offboarding of permanent and contingent workers.
- Ensure compliance with company policies, health and safety requirements, overtime, expenses and training.
- Operational Delivery
- Plan and prioritise workloads to achieve SLAs and operational targets.
- Work closely with delivery management, logistics teams and customer stakeholders.
- Monitor service performance and identify opportunities for continuous improvement.
- Manage onsite asset and stock control, ensuring security and process compliance.
- Handle service escalations, customer issues and operational risks.
- Support service transitions, operational changes and new customer implementations.
- Build strong working relationships across internal teams and customer organisations.
- Understand customer contracts and assess the operational impact of service changes.
Skills and Experience
Essential
- Previous experience leading IT support or technical service teams.
- Strong people management and coaching skills.
- Experience within Enterprise IT or managed services environments.
- Excellent organisational and prioritisation skills.
- Strong communication and stakeholder management abilities.
- Experience using ITSM or ticketing systems.
- Good working knowledge of Microsoft Office.
Desirable
- ITIL certification or working knowledge of ITIL principles.
- Experience within Computacenter or a similar managed services organisation.
- Understanding of customer operational processes and service delivery frameworks.
- Ideal Background
This role would suit candidates with experience as a Team Leader, Service Desk Team Leader, Desktop Support Team Leader, Field Services Team Leader, End User Computing Team Leader or IT Operations Team Leader who have managed technical teams within an enterprise or managed services environment.
Service Desk Team Lead in East Kilbride employer: identifi Global Resources
At identifi Global Resources, we pride ourselves on being an excellent employer that fosters a culture of innovation and collaboration. Our flexible working arrangements, including remote work options, empower our employees to achieve a healthy work-life balance while contributing to impactful infrastructure projects. With competitive salaries, bonuses, and opportunities for professional growth, we are dedicated to supporting our team's development in a dynamic and rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in East Kilbride
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at identifi Global Resources. 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 identifi Global Resources 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 Service Desk Team Lead in East Kilbride
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 identifi Global Resources:Your cover letter is your chance to shine! Tell us why you want to work at identifi Global Resources 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 identifi Global Resources!
How to prepare for a job interview at identifi Global Resources
✨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.
