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Infrastructure Support

Service Desk Team Leader

Job Category: Infrastructure Support
Job Type: Permanent
Job Location: Buckinghamshire
Salary: £35K - £45K

Job Description

Salary | £35K – £40K

Our client is a well-established MSP in the Buckinghamshire area looking to recruit a Service Desk Team Leader.

We are looking for someone with 4 years experience in a Senior Service Desk Team Leader role to manage a professional support team to support the delivery of a first-class service to customers.

You will be responsible for the smooth operation of their frontline IT support, ensuring customer service requests and incidents are managed and solutions are implemented to deliver a first-class experience.

This is a great opportunity for someone looking to further develop their management skills and make a real difference.

Key Responsibilities:

  • Controlling scheduling workload through the management of the team’s ticketing queue.
  • Responsible for achieving agreed service levels, at both ticket and telephone level, at both team and individual level.
  • Responsible for developing a team of Technical Engineers, including identifying skills gaps, creating skills matrices, developing, implementing a training programme at both team and individual level, and tangible reporting to show a service improvement link between the programme and individual performance.
  • Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
  • Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports.
  • Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and wider company.
  • Carrying out recruitment activities as required.

Required Experience:

  • Previous experience as a team leader in a similar role.
  • IT support experience with a preference of MSP background.
  • Experienced in employee line management.
  • Experience with ticketing frameworks.
  • Solutions driven, confident and friendly approach when dealing with customers.
  • Ability to work well to deadlines and under pressure.
  • Full UK driver’s license.

If you’re interested in this role, send across your application and a member of our team will be in touch.

Skills: 1st Line, 2nd Line, Escalation, Team Leader, ServiceDesk, Helpdesk, ITIL, IT Support, MSP, SLA, OLA, KPI, Targets, Tickets.

Job Application

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S-SA Digital Recruitment

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