Service Desk Team Lead

2 months ago

London, United Kingdom Fitzrovia IT Limited Full time

A leading MSP based in Central London seeks to bring in an experienced IT Team Leader to join its Highly Accredited UK Help Desk operations.

Responsibilities include working alongside the Help Desk Manager and other Team Leaders and leading the Escalations team of Service Desk engineers and encouraging team input.

Overall, the Help Desk consists of 25 Engineers, of which there are 7 Escalation Engineers.

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 Escalations 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 SLA's are met as required on service tickets.
  • Setting Objectives: You will set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture.
  • Conducting Appraisals: You will conduct monthly one-to-one meetings with individual team members.
  • Recognising Opportunities for Improvement: You will recognise opportunities for improvements to procedures by proactively offering ideas and solutions.

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.

Qualifications:

  • Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
  • ITIL v4 desirable
  • Microsoft Cloud Certifications

Experience:

  • Relevant experience of 3 to 5 Years in a similar role within MSP environment
  • Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and CrushBank.

Benefits

  • Hours : 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
  • Holidays : 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
  • Benefits : Competitive Package Offered – Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays

Exams towards certifications relevant for your role fully paid for by Fitzrovia IT

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