IT Service Desk Team Leader
IT Service Desk Team Leader
Leading MSP - Central London
£40k to £42k DOE +Benefits +Training
Permanent
Office Based
I am recruiting for a IT Service Desk Team Leader for an award winning MSP based in Central London.
As a IT Service Desk Team Leader you must have either MSP or consultancy background!
My client is highly awarded and will pay for any certifications that are relevant to the role!
As a IT Service Team Leader you will report into the Chief Operating Officer & working alongside the Head of Service Desk and other Team Leaders and leading the 1st Line team of Service Desk Engineers and encouraging team input.
Overall, the Help Desk consists of 28 Engineers and 4 Team Leaders.
IT Service Desk Team Leader Key Responsibilities:
- Leading the Team: As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of the 1st Line Team of engineers.
- Providing First Class Service: You will ensure that the team provides a first-class, predominantly SLA-driven service to clients when dealing with and resolving a variety of managed service tickets.
- Handling Customer Queries: This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the role requires.
- Encouraging Team Input: You will encourage effective team working by seeking input from team members and will support team members (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational, and system improvements.
- Coordinating Daily Activities: You will coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
- Motivating and Developing the Team: You will be responsible for motivating, training, and developing the team to deliver a first-class service.
- Liaising with Clients: You will liaise with clients to ensure SLAs are met as required on service tickets and assist with Service Delivery Review for clients where required.
- Setting Objectives: You will set clear objectives, evaluate progress against objectives, and instil a performance-oriented culture.
- Conducting Appraisals: You will conduct monthly one-to-one meetings with individual team members and other line management team as required.
- Recognizing Opportunities for Improvement: You will recognize opportunities for improvements to procedures by proactively offering ideas and solutions.
IT Service Desk Team Leader Skills:
- Experience in a similar role managing a support desk team, call prioritisation, call queue management and SLA management.
- Excellent interpersonal skills.
- Calm and effective communicator
- Ability to prioritise own workload and meet tight deadlines.
- Excellent verbal and written communication skills in English.
- Customer experience first approach.
IT Service Desk Team Leader Qualifications:
- Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
- Microsoft Cloud Fundamentals Certifications
IT Service Desk Team Leader Experience:
- Relevant experience of 2+ Years in a similar role (preference given to candidates with UK IT MSP experience)
- Working Experience with ITSM tools like HaloPSA, ITGlue, NetworkGlue.
IT Service Desk Team Leader Desirable:
- British Computer Society - Professional Certificate in Team Leadership
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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