Service Desk Team Leader

Job Title: Service Desk Team Leader

What We Are Looking For

We are looking for an experienced and dynamic Service Desk Team Leader to lead our UK Tech Support team which delivers support to local and global SME businesses. The right leader will be obsessed with delivering world-class service to our customers; a fundamental element will be creating a culture that will foster an environment of learning and development.

The successful candidate will be passionate about technology, customer service, and leading high-performance teams. You will have at least 2 years of experience leading a service desk, ideally within a managed services environment and with a minimum of 5 direct reports. Additionally, the successful candidate will be an effective communicator who is able to inspire, influence, and motivate the team.

Key Accountabilities

1. Mentoring all members of the team, including customer service, behavioural, performance and technical skills.
2. Management of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours.
3. Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible.
4. Actively manage the full ticket lifecycle and distribution of workload between engineers to ensure that nobody is over or underutilised.
5. Quality reviews to be completed and assessed against our ticket, technical and customer service criteria.
6. Ensure incoming tickets via phone, web portal, email and alerts are progressed and resolved within agreed OLAs and SLAs.
7. Policing and improvement of our key processes including those related to documentation and our Information Security and Cyber Security policies.
8. Interviewing, onboarding and training of new hires.
9. Alignment with the other Tech Support Team Leaders in other regions.
10. During busy periods, the Team Leader may be required to answer phone calls and own tickets submitted by clients or our monitoring system.

Requirements for the role:

Knowledge & Experience

1. A minimum of 2 years leading a team, ideally within an MSP environment.
2. Knowledge of the below technologies up to an intermediate level:
1. Microsoft 365 and Office 365
2. Microsoft Azure services (notably identity and infrastructure)
3. Networking
4. Windows 10 and 11

Qualifications

Possesses ITIL v3 or v4 certification and/or experience working within this framework. (desirable)