Service Desk Team Leader - Integral Recruitment Ltd : Job Details

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Over To You! 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!

Integral Recruitment as acting as an employment agency regarding this vacancy.