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- Tasks: Lead the Service Desk team, ensuring top-notch IT support and performance.
- Company: Join a dynamic MSP known for innovative IT solutions and a tech-driven culture.
- Benefits: Enjoy ongoing training, competitive salary, and clear career progression in a supportive environment.
- Why this job: Be part of a collaborative team focused on growth and process improvements in IT.
- Qualifications: Experience in IT service management and leadership is essential.
- Other info: Opportunity to mentor and develop your team while managing exciting projects.
The predicted salary is between 24000 - 36000 £ per year.
Join a forward-thinking MSP that\’s committed to delivering top-tier IT solutions and support to a diverse range of businesses. Known for its dynamic approach and tech-driven culture, this company is focused on creating a collaborative, growth-oriented environment. With strong partnerships with industry giants, they offer exciting opportunities for experienced engineers looking to take their skills to the next level. Service Desk Team Leader Middlesbrough / Onsite £30,000 Daily Duties: Oversee the Service Desk and internal IT systems, ensuring high performance and alignment with KPIs. Act as the first point of escalation for customer issues, ensuring timely resolution and service improvements. Monitor and manage SLAs, ensuring service levels are met and exceeded. Analyse call statistics, ticket queues, and service performance, allocating resources where necessary. Lead and implement process improvements across internal systems, including CRM and Helpdesk tools. Manage and schedule Service Desk resources, ensuring adequate staffing for support and project delivery. Conduct service reviews with third-party suppliers, driving quality and process enhancements. Identify training needs within the team and support staff development through mentoring and coaching. Ensure the dispatch calendar is effectively managed and aligned with business needs. Provide cover for the Service Delivery Manager when required.Tech Stack: Office 365 – administration and support Windows Server – maintenance and troubleshooting Networking – routers, switches, firewalls, and VPNs IT Service Management – CRM/Helpdesk systems and ITIL-based processesCompany Benefits: Ongoing training and development opportunities, with support for professional certifications. Competitive salary and clear career progression paths within a growing IT team. A collaborative and supportive working environment, focused on innovation and efficiency. Additional benefits For further information or any queries, please contact me at 0191. 249. 3639 or via email at Darcey . obyrne @ in technology group . com. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy
Service Desk Team Leader employer: In Technology Group
Contact Detail:
In Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Familiarize yourself with ITIL-based processes and best practices, as this role heavily relies on IT Service Management. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to delivering high-quality service.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams or projects in the past. Highlighting your experience in mentoring and coaching will resonate well with the collaborative culture they promote.
✨Tip Number 3
Research the company's partnerships with industry giants and be ready to discuss how these relationships can enhance service delivery. This knowledge will show your enthusiasm for the role and your understanding of the business landscape.
✨Tip Number 4
Prepare to discuss specific metrics related to SLAs and service performance that you've managed in previous roles. Being able to quantify your impact will demonstrate your analytical skills and your ability to drive improvements.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Desk Team Leader position. Understand the daily duties and required skills, especially around IT service management and team leadership.
Tailor Your CV: Customize your CV to highlight relevant experience in overseeing service desks, managing SLAs, and leading teams. Use specific examples that demonstrate your ability to meet KPIs and improve processes.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for IT solutions and your leadership style. Mention how your previous experiences align with the company's dynamic approach and tech-driven culture.
Highlight Technical Skills: In your application, emphasize your technical skills related to Office 365, Windows Server, and networking. Make sure to mention any relevant certifications or training that support your candidacy.
How to prepare for a job interview at In Technology Group
✨Show Your Leadership Skills
As a Service Desk Team Leader, it's crucial to demonstrate your leadership abilities. Be prepared to discuss your experience in managing teams, resolving conflicts, and driving performance improvements. Share specific examples of how you've successfully led a team in the past.
✨Understand the Tech Stack
Familiarize yourself with the technologies mentioned in the job description, such as Office 365, Windows Server, and networking components. Being able to speak knowledgeably about these tools will show that you're ready to hit the ground running and can effectively oversee the Service Desk operations.
✨Emphasize Customer Service Excellence
Since the role involves acting as the first point of escalation for customer issues, highlight your commitment to customer service. Prepare to discuss how you've handled difficult situations in the past and what strategies you use to ensure customer satisfaction.
✨Discuss Process Improvement Initiatives
The company values process improvements, so be ready to talk about any initiatives you've led or participated in. Share examples of how you've analyzed performance metrics and implemented changes that resulted in better service delivery or efficiency.
