IT Service Desk Team Leader:

Cherry Professional; England; On-site; GBP 37,000; Full time

Job description

IT Service Desk Team Leader | Permanent | Salary – up to £37,000
We are looking for an experienced Service Desk Team Leader. You will support and supervise our first line IT engineers providing industry-leading IT support to our clients. Supporting the team with learning and development as well as being an escalation point for tickets.

Working hours: 12pm – 9pm Monday to Friday.

Responsibilities:

1. Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care.
2. Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment.
3. Monitor and report on failovers to find out what/why they have happened – and fix.
4. Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality.
5. Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention.
6. Play a key role in hiring the right talent to join the team, ensuring we’re set up for success with the best people onboard.
7. Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best.
8. Take part in a management on-call rota for first line related HR matters outside of office hours.
9. Manage the team rota, including managing sickness and holidays within your team.

Ideal Candidate:

1. You’ve got a background in service desk support, ideally within an MSP.
2. Previous management or supervisory experience required.
3. Be an experienced leader and able to showcase leadership skills.
4. Strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture.
5. Confidence in providing regular feedback and conducting performance reviews to help team members grow professionally.
6. Skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources.