Service Desk Team Leader - £45,000 - Hybrid working

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. 

Salary:
£45,000
Type:
Permanent
Location:
London - Central
Sector:
IT Management
Ref:
21288
Contact Name:
Amy Lawrie

Latest IT Management Jobs

3rd Line IT Engineer

Surrey / £60,000

An expanding Managed Service Provider has an exciting opportunity for a 3 rd Line IT Engineer to join their growing team based in Redhill. This company offers a hybrid structure so you may work remotely 2 days per week. The successful candidate will provide remote 2 nd /3 rd line technical support to users for...

Read more

Lead Business Analyst

Surrey / £60,000

A multi-award-winning technology business based near Staines in Surrey is looking for a Lead Business Analyst to join its growing team. The organisation embraces hybrid working and you would be required on-site 2 days per week, they offer free onsite parking. The primary purpose of the Lead Business Analyst will be to understand the business...

Read more

Customer Service Advisor

Surrey / £28,000

An expanding Managed Service Provider has an exciting opportunity for a personable and enthusiastic individual to join their growing team as an IT Customer Service Advisor based in their Redhill offices. The company embraces hybrid working and you can work remotely 2 days per week. Within this role, you would be responsible for providing 1st...

Read more

Exclusive roles, straight to your inbox

Not all our jobs make it online. Sign up for Job Alerts and receive our best roles first.