Technical Service Desk Lead

About the Role:
We are seeking an experienced and proactive Technical Service Desk Lead to join our dynamic IT team. In this role, you will play a crucial part in overseeing the day-to-day operations of the service desk, ensuring the delivery of exceptional technical support to clients.

Combining your technical expertise with leadership skills, you will drive the team towards meeting service level agreements (SLAs) while fostering a culture of collaboration and continuous improvement.

Your day-to-day responsibilities will include:

1. Managing a team of 8 engineers
   Overseeing the day-to-day activities and performance of a team, providing guidance and support to ensure operational excellence.
2. Providing support for 4 clients
   Acting as the primary point of contact for multiple clients, ensuring their technical requirements are met and fostering strong working relationships.
3. Managing client operations calls
   Leading regular operational calls with clients to review service performance, discuss updates, and address any concerns or requirements.
4. Supporting service take-ons
   Coordinating and implementing new service take-ons, ensuring a smooth transition and integration into the service desk operations.
5. Facilitating team huddles
   Leading daily or weekly team meetings to discuss priorities, share updates, and ensure alignment on goals and objectives.
6. Conducting one-to-one meetings and engineer development mapping
   Providing regular feedback, support, and development plans for team members to help them achieve their career goals.
7. Performing ticket quality checks
   Reviewing and ensuring the quality and accuracy of ticket handling to maintain high service standards.
8. Handling change requests, incident requests, and service requests
   Managing and overseeing the resolution of client requests, ensuring they are handled efficiently and within SLA targets.
9. Collaborating closely with the management team
   Working with senior leadership to align team operations with broader organisational goals and strategies.
10. Managing shift patterns, holidays, and schedules
    Coordinating and maintaining team rosters to ensure adequate coverage and balanced workloads.
11. Managing escalated tickets
    Acting as the escalation point for complex or high-priority issues, ensuring prompt and satisfactory resolution.
12. Collaborating with other departments
    Building strong working relationships with departments such as Infrastructure, Projects, and Sales to streamline operations and improve service delivery.

The successful individual will:

• Have experience in a client-facing role, acting as the primary point of contact for escalations on both technical and non-technical matters, while leading by example and motivating growing teams.
• Bring at least three years of service desk experience to the role.
• Have previously demonstrated a minimum of 12 months’ management experience, showcasing their ability to lead and develop a team.
• Possess ITIL V4 or Microsoft accreditations (desirable but not essential).

Our Tech Stack looks like this:

• Windows Server 2008 to 2016
• Microsoft Azure
• Office 365 management and administration
• Active Directory/Exchange management
• Accountancy applications - iManage/Caseware/IRIS etc
• Networking

By joining our team at T-Tech, you'll enjoy a range of benefits that support your professional growth and well-being, including:

• Competitive Salary: We offer a competitive salary that reflects your experience and skills, ensuring you are rewarded for your contributions.
• Annual Holiday: Enjoy 23 days of annual holiday, in addition to public holidays and your birthday, to rest, recharge, and pursue your passions.
• Learning Environment: Work alongside industry experts and stay ahead of the curve with the latest technologies. We prioritize training and development to enhance your skill set.
• Exciting Social Events: Our social committee organizes quarterly events, such as karting, bowling, and pizza evenings, providing opportunities to connect with colleagues and have a blast!
• A Vibrant Office: Join our energetic team in our vibrant London office, where collaboration and innovation thrive. Experience a dynamic work environment that nurtures creativity and productivity.
• Exceptional Career Progression: We value your ambition and drive. At T-Tech, you'll have ample opportunities to grow your career and realize your full potential.

About T-Tech

T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations, and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:

• Service Centric: We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
• United: We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting.
• High Standards: We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
• Agile: We are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.