Service Desk Team Leader

Find out if this opportunity is a good fit by reading all of the information that follows below.

£40,000 - £45,000 plus benefits including training and certifications

Camden, London, NW1

My client is a small IT managed services company with an excellent reputation, dedicated to delivering exceptional IT support and solutions to their clients. They pride themselves on their customer-first approach and strive for continuous improvement in service delivery.

The Service Desk Team Leader will be responsible for managing a small team of Service Desk Engineers, ensuring high-quality technical support and service delivery. This role will focus on improving operational procedures, overseeing business-as-usual (BAU) tasks, and resolving technical support tickets efficiently.

• Team Management: Lead, mentor, and motivate a small team of Service Desk Engineers. Conduct regular team meetings and performance reviews to promote team development. Manage team schedules and workloads to ensure optimal coverage and efficiency.
• Service Delivery Improvement: Develop and implement strategies to enhance service delivery and customer satisfaction. Monitor team performance metrics and identify areas for improvement. Collaborate with management to establish service level agreements (SLAs) and ensure compliance.
• Technical Support Oversight: Oversee the resolution of technical support tickets, ensuring timely and effective responses. Provide escalation support for complex technical issues that require advanced troubleshooting. Maintain a knowledge base of common issues and solutions to aid in faster ticket resolution.
• Business-as-Usual (BAU) Management: Ensure seamless operation of the service desk during business hours. Implement and oversee processes for ticket triage, prioritization, and escalation. Conduct regular reviews of open tickets to ensure follow-up and closure.
• Client Interaction: Maintain strong relationships with clients, acting as a point of contact for service-related inquiries. Gather feedback from clients to continuously improve service offerings. Provide periodic reports to management on service desk performance and client satisfaction.
• Training and Development: Identify training needs and facilitate ongoing professional development for team members. Conduct onboarding training for new hires within the service desk team. Foster a culture of knowledge sharing and collaboration among team members.

The successful Service Desk Team Leader will have:

• Experience working for a similar sized MSP / IT Managed Services Provider.
• Strong leadership and team management skills.
• Strong technical knowledge and understanding of IT infrastructure, hardware, software, and networking concepts.
• Proven experience in a service desk or technical support role, with at least 2 years in a leadership or supervisory capacity.
• Strong knowledge of ITIL principles and service desk best practices.
• Excellent problem-solving skills and technical proficiency in troubleshooting hardware and software issues.
• Strong communication and interpersonal skills, with a customer-oriented mindset.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• IT certifications / qualifications preferred and knowledge of IT service management frameworks (e.g., ITIL) desirable.

In return, my client offers a generous basic salary, support and payment for training and certifications, the chance to develop into a senior role in a growing business and the opportunity to work for a company who truly values their staff. Sound interesting and something you would love to be part of? Apply today!