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- Tasks: Lead the Service Desk team, ensuring exceptional customer service and efficient ticket management.
- Company: Join Wanstor, an award-winning IT solutions provider with a vibrant team of over 200 tech enthusiasts.
- Benefits: Enjoy generous time off, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Strong IT support background and experience in managing customer relationships.
- Other info: Be part of a high-performance culture that values creativity and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology. Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success.
If you’re looking for a place where your skills can thrive and grow, you’ll feel right at home here!
What You'll Do
- Provide day-to-day management of the Service Desk function for a subset of customers.
- Drive the meeting of customer SLAs and exceptional customer service.
- Ensure tickets are logged accurately and call queues are managed efficiently.
- Discover and diagnose customer issues effectively.
- Undertake a weekly review of team call queues.
- Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services.
- Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
- Ensure all staff have appropriate training and develop personal development plans to meet future requirements.
- Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts.
- Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices.
- Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams.
What You'll Need
- Strong background in IT support, with hands-on experience at a 2nd line level, ideally in a fast-paced or customer-focused environment.
- Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes.
- Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability.
- Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support.
- Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations.
- A team motivator – brings positivity and energy to those around them, helping to foster a high-performance culture.
- Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things.
- Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels.
- Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail.
- Calm, professional and composed under pressure – leads by example and instils confidence in others.
What You'll Love
Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus.
Service Desk Team Leader in London employer: Wanstor
Contact Detail:
Wanstor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Desk Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Wanstor and its services. Understand their customer base and think about how your experience aligns with their needs. This will help you stand out as someone who’s genuinely interested in the company and ready to contribute.
✨Tip Number 3
Practice your communication skills! As a Service Desk Team Leader, you’ll need to handle challenging conversations with ease. Role-play with a friend or family member to build your confidence and ensure you can articulate your thoughts clearly.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Wanstor team and ready to take on the challenge of leading a high-performing service desk.
We think you need these skills to ace Service Desk Team Leader in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Team Leader role. Highlight your IT support experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our values at Wanstor. Keep it engaging and personal – we love a good story!
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your written application reflects that. Pay attention to tone, clarity, and detail. We want to see how you can effectively convey your ideas and connect with others.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Wanstor
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Wanstor values a solid understanding of incident, problem, and change management processes, so be ready to discuss how you've applied these in your previous roles.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your proactive approach to customer service. Think of specific situations where you exceeded customer expectations or resolved issues effectively, as this will resonate well with their focus on exceptional service.
✨Demonstrate Leadership Qualities
As a Service Desk Team Leader, you'll need to motivate your team. Be prepared to share experiences where you've led a team, managed performance, or fostered a high-performance culture. This will show that you can bring positivity and energy to the role.
✨Practice Clear Communication
Wanstor is looking for clear and confident communicators. Practice articulating your thoughts clearly and concisely, especially when discussing challenging scenarios. This will help you build trust with stakeholders during the interview.
