A rapidly growing MSP specialising in Cloud Technology Solutions are looking for a Service Desk Team Lead to help manage the service desk team and relationship with third party suppliers.
Please note – this role is based in offices in Central London (near Waterloo) but offers flexible, hybrid working; 2 days per week in the office and 3 at home.
The Service Desk Team Lead is responsible for managing the first and second-line technical support for all departmental IT and Telephony applications and services both internally and across a diverse customer base. As a natural problem solver, you will also be a third line escalation for your team with an ability to use critical thinking to resolve complex issues.
In this role, you will also be responsible for contributing to the design and continuous improvement of new, emerging and existing services, ensuring that the Service Desk has a voice during the Service Design process and that the necessary skills, training and capacity is available for to you to meet the Service Desk KPIs and Customer SLAs.
The ideal candidate will enjoy mentoring and developing a team, will have an ITIL qualification and the ability to take full ownership of all incidents, problems, and service requests.
You will continually develop and mentor the first- and second-line engineers to help them meet their personal and company objectives. You will be fundamental in the design of your teams’ objectives ensuring personal growth whilst aligning to the business strategy for maximum effect.
Key responsibilities include:
Oversee day to day fulfilment of Service Requests, Incidents, Events and completion of daily tasks within SLA.
Effectively manages team members to ensure team objectives are being met.
Identifying and implementing improvements to Service Desk systems and procedures.
Onboarding of new services and customers onto the Service Desk platform.
Assist in the development of new service offerings
Taking responsibility as the Major Incident Manager when required to ensure outages are being managed according to the MIM process.
Produce service desk reports at a frequency required by the business to support management of service desk and strategic planning.
Effectively be able to communicate out to peers and stakeholders in the business.
Skills:
Ability to lead a team through positive reinforcement, coaching and mentoring.
You can identify and explore opportunities for service and business improvement.
You can manage customer service functions, include responding to issues reports, information requests and access. You can the use the results of customer satisfaction measurements to improve services. You have a successful relationship with customers.
Strong team management skills
The salary on offer for this role is £45,000 plus benefits.