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- Tasks: Lead the Service Desk team, ensuring top-notch customer service and efficient incident resolution.
- Company: Join Wanstor, an award-winning IT solutions provider with a vibrant team of tech enthusiasts.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real impact by leading a talented team in a dynamic tech environment.
- Qualifications: Experience in IT support and strong leadership skills are essential.
- Other info: Be part of a culture focused on continuous improvement and innovation.
The predicted salary is between 40000 - 45000 £ per year.
Department: Service Management
Location: Hybrid
Compensation: £40,000 - £45,000 / year
At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years. 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.
We’re looking for a Service Desk Team Leader to join our talented Service Management team. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. The Service Desk Team Leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.
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.
Service Desk Team Leader employer: Wanstor
Contact Detail:
Wanstor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to current employees at Wanstor on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Service Desk Team Leader role.
✨Tip Number 2
Prepare for the interview by brushing up on your leadership skills and customer service strategies. Think of examples from your past that showcase how you’ve driven improvements in service delivery.
✨Tip Number 3
Show your passion for technology! During interviews, share your thoughts on the latest trends in IT solutions and how they can impact customer service. This will demonstrate your enthusiasm and knowledge.
✨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 genuinely interested in joining the Wanstor team.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Team Leader role. Highlight your experience in managing teams, resolving incidents, and driving customer satisfaction. We want to see how your skills align with what we do at Wanstor!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about leading a Service Desk team and how you can contribute to our culture of continual improvement. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Whether it’s improving SLAs or mentoring team members, we want to know how you’ve made a difference in your previous roles. Numbers and specific examples work wonders!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Wanstor
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of a Service Desk Team Leader. Brush up on incident management, customer service excellence, and team leadership strategies. Being able to discuss specific examples from your past experience will show that you’re not just familiar with the concepts but have successfully implemented them.
✨Showcase Your Leadership Skills
Wanstor is looking for someone who can lead and mentor a team. Prepare to share instances where you’ve successfully managed a team or improved processes. Highlight how you’ve driven performance and fostered a culture of continuous improvement in previous roles.
✨Understand Their Culture
Familiarise yourself with Wanstor’s values and mission. They pride themselves on exceptional customer service and a strong team environment. Be ready to explain how your personal values align with theirs and how you can contribute to their ongoing success.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
