Job Title
Service Desk Team Lead is a challenging and rewarding role for an experienced professional who can lead a team to deliver exceptional service to customers.
Key Responsibilities:
* Manage the incident and request lifecycle to ensure timely and effective resolution of issues.
* Assist with operational Service Desk cover during busy periods, providing support to colleagues as needed.
* Identify and report escalations and major incidents, working closely with stakeholders to resolve complex issues.
* Monitor and report on service desk activity, using data to inform improvements and optimize processes.
* Develop and implement new ideas to enhance service delivery and team performance.
* Lead a team of Service Desk Technicians, providing guidance and support to help them achieve their full potential.
Requirements:
* ITIL v3/v4 best practice knowledge and experience in an IT customer service environment.
* Accountability and responsibility for your workload, with excellent time management skills.
* Helpful and approachable attitude, with a strong focus on customer satisfaction.
* At least 12 months' experience in a similar role, with a proven track record of success.
* Ideally, you will have had at least 12 months' experience managing people, including day-to-day management responsibilities.
What We Offer:
* A competitive salary and benefits package, including company profit share and pension scheme.
* 22 days annual leave plus bank holidays, increasing with length of service.
* Birthday as additional paid leave, and additional paid leave dependent on company performance.
* Company sick pay policy, private medical insurance, and free parking.
* Hybrid working arrangements, allowing you to balance work and personal life.
* Progression opportunities within the company, with a focus on employee development and growth.
About Us:
Our client is a specialist IT Infrastructure and Support Services provider, with over 25 years of experience in delivering high-quality services to customers.
They are an Employee Ownership Trust, committed to creating a positive and supportive work environment for all employees.
Their core services include support desk, on-site engineering, project management, and technical consultancy.
They encourage progression within the company, offering opportunities for career advancement and professional development.
Join their friendly and dynamic team, where you can make a real difference and contribute to the company's continued success.