IT Service Desk Team Leader

3 weeks ago

London, United Kingdom Air IT Limited Full time

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.  Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey. 
Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. We’re now looking for a 2nd Line Service Desk Team Leader to join us, adding to our pool of knowledge and delivering great results for our clients. 
As the 2nd Line Service Desk Team Leader, you’ll be taking charge of a service desk team, ensuring the deliver great IT support to their end users. 
In this a hands-on team lead role, you’ll be proactive in the support and encouragement you provide, making sure that morale is high, and the workplace is enjoyable and friendly for the whole team. 
Performance management of Technical Engineers
Building client relationships
Developing training plans that incorporate client requirements and the product roadmap
Regularly quality checking tickets and calls
Identifying risks within the team and taking steps to mitigate them
As part of your role, you will be required to take part in an out of hours management escalation process when required. 
To join us as the 2nd Line Service Desk Team Leader, you will need: 
An understanding of support tools, techniques, and how technology is used to provide services
Knowledge of industry applications, processes, software, and equipment
Previous experience of technical Service Desk management
Hands-on technically, should at least be comfortable with basic admin tasks within O365/Azure/MFA and knowledge of networking principles
Flexible, hybrid working
~25 days annual leave + bank holidays with the option to buy and sell up to 5 days.
~ Private medical insurance or the option to buy into scheme.
~ Perks including quarterly and annual staff awards, funded social events, referral bonuses.
~ Excellent learning and development opportunities

A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. So, if you have in-depth knowledge of support process, tools and techniques, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector. 
Other organisations may call this role IT Support Team Leader, Helpdesk Team Leader, Service Desk Support Team Leader, Technical Support Team Leader, or Senior Service Desk Technician. 
Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. So, if you’re seeking your next challenge as a Service Desk Team Leader, please apply via the button shown.

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