IT Service Desk Team Leader / Help Desk Dispatcher

IT Service Desk Team Leader / Help Desk Dispatcher with experience in a similar IT dispatcher or helpdesk team leader role, exceptional organisational and communication skills, and proficiency in helpdesk ticketing systems, is required for a well-established IT Services Company based in the City of London.

SALARY: £45,000 - £50,000 per annum DOE + Benefits (see below)

LOCATION: Hybrid. Working 4 days from the City of London office (Faringdon / Chancery Lane) (EC1N) and 1 day from home

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, Monday to Friday

JOB OVERVIEW

We have a fantastic new job opportunity for a results-driven and strategic IT Service Desk Team Leader / Help Desk Dispatcher with experience in a similar IT dispatcher or helpdesk team leader role, exceptional organisational and communication skills, and proficiency in helpdesk ticketing systems.

As the IT Service Desk Team Leader / Help Desk Dispatcher you will play a critical role in ensuring the efficient operation of the IT service desk, by managing the flow of support tickets and coordinating the activities of the support team. You will focus on prompt and effective resolution of IT tickets, distributing them to engineers, to be completed on time and ensure updates are provided to clients.

In this crucial role within the IT Support Team, the IT Service Desk Team Leader / Help Desk Dispatcher will act as a central hub for incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.

DUTIES

Your key responsibilities as the IT Service Desk Team Leader / Help Desk Dispatcher will include:

Ticket Management:

• Receive, prioritise, and dispatch incoming service tickets to appropriate IT support personnel based on the complexity and nature of issues

• Monitor ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs)

• Maintain accurate and detailed records of client interactions and update ticket status in the service management system

• Assign tickets to technicians based on skillsets, availability, and urgency of issues

• Coordinate and schedule engineer calls as required

• Communicate effectively with clients to gather necessary information to expedite ticket resolution

• Step in to take calls and provide immediate assistance when engineers are unavailable, ensuring that all client queries and issues are addressed promptly and efficiently

• Manage and coordinate incident handling according to established processes, ensuring swift resolution and maintaining high standards of service. This includes logging incidents, tracking progress, and ensuring timely communication with all involved parties

Reporting and Metrics:

• Generate regular reports on ticket status, trends, and key performance indicators (KPIs) for management review

• Identify areas for process improvement and assist in implementing solutions to enhance service delivery

Team Leadership:

• Act as an escalation point and provide guidance and coaching to junior staff

• Identify key issues and risks and promptly escalate them to senior management

• Performance reviews, absence management, 1-2-1s and coaching plans within your team

CANDIDATE REQUIREMENTS

Essential

• Bachelor’s degree in computer science, (or a related field) OR equivalent work experience

• Proven experience in a similar dispatcher or helpdesk team leader role, preferably within an MSP

• Strong understanding of IT support processes and terminologies

• Exceptional organisational skills and attention to detail

• Excellent communication and interpersonal skills, with a strong customer service orientation

• Ability to build and maintain a culture of accountability and collaboration within the team

• Ability to multitask and prioritise effectively in a fast-paced environment

• Proficiency in using helpdesk ticketing systems (Fresh Service)

Desirable

• Formal qualifications/training in management, leadership, coaching, mentoring

• Service Desk Institute or ITIL knowledge/certificate

BENEFITS

• A role with influence in a growing part of the business
• Supportive team environment with space to grow
• Regular career progression
• 21 days (increasing after 3 years of service) holiday, plus public holidays
• Birthday day off
• Private healthcare after probation
• 40% off gym membership
• Great pension scheme from day one
• Cycle to work scheme
• Eyecare vouchers
• Central location, next to a famous food market
• A friendly, inclusive, sustainable work environment
• Regular social events (tech-infused minigolf and darts, pool, and more!)
• Electric car scheme after 2 years of service
• Recruitment referral scheme

APPLY TODAY...

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13631

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