Service Desk Team Lead

3 weeks ago

London, United Kingdom totality services Full time

Job Description - Service Desk Team Lead

We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic, outgoing, and patient candidate who demonstrates strong organisational skills.

Responsibilities :

  • Serve as the client advocate, maintaining regular communication with clients to keep them informed about incident progress and notify them of any impending changes or agreed outages.
  • Act as the single point of contact for all types of service requests, promptly addressing client inquiries and concerns.
  • Collect necessary information from clients and accurately create and update service tickets in our ticketing system.
  • Prioritise service incidents and dispatch tickets to engineers following established procedures.
  • Including assign service tickets to the appropriate IT technicians or teams based on their expertise, workload, and location.
  • Manage engineer schedules to ensure efficient service delivery and maximize the utilisation of billable resources.
  • Monitor resource schedules to ensure prompt time entry for service requests.
  • Collaborate with peers and other business units to resolve service issues in a timely fashion.
  • Effectively manage multiple service ticket boards.
  • Communicate technical resolutions clearly, concisely, and precisely, both verbally and in writing.
  • Ensure customer satisfaction through continuous status updates and information sharing.
  • Input problem descriptions and resolutions into our standardised company support centre application.
  • Improve client service, perception, and satisfaction by developing and managing internal and external support documentation.
  • Demonstrate the ability to work collaboratively in a team and communicate effectively.
  • Continuously review and improve dispatching processes and workflows to enhance efficiency and customer satisfaction.
  • Update and maintain accurate records of service requests, resolutions, and client interactions in the ticketing system or other designated toolsets.
  • Escalate high-priority or complex incidents to senior IT staff or management, as necessary.
  • Monitor the progress of service tickets, ensuring that all incidents are being addressed within the agreed-upon service level agreements (SLAs).
  • Coordinate and schedule on-site visits or remote support sessions for IT technicians as required.
  • Prioritise and categorise service tickets based on urgency, impact, and available resources.

Knowledge, Skills, Abilities, Qualifications:

  • Strong work ethic with a keen attention to detail.
  • Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
  • Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail. Proactively follows up on problems and anticipates customer concerns.
  • Ability to match technical resources with specific technical issues.
  • Demonstrates adaptability to quickly respond to a changing work environment.
  • Self-motivated and able to perform effectively in a fast-paced, high-volume environment.
  • Relevant work experience in a Help Desk/Service role is highly desirable and will be given extra consideration.
  • Familiarity with the following IT systems is a plus: ConnectWise, BrightGauge, IT Glue.
  • Knowledge of IT infrastructure and equipment preferred, including PCs, servers, switches, routers, etc.

At totality services, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that equality is the cornerstone of innovation and success. We welcome applicants from all backgrounds to bring their authentic selves, unique perspectives, and talents to our team. Together, we strive to build a workplace where everyone feels valued and empowered.

  • IT Service Desk Team Lead

    6 months ago

    London, United Kingdom Oliver James Associates Full time

    **Job Advert: IT Service Desk Team Lead**: Our client, a leading company in the Banking industry, and one of the fastest growing UK Challenger Banks, are currently seeking a dedicated and experienced IT Service Desk Team Lead to join their IT department. This is an exciting opportunity to join a specialist Bank undergoing significant growth, this is a bank...

  • Service Desk Team Lead

    1 month ago

    London, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our...

  • Service Desk Team Lead

    1 month ago

    London, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our...

  • Service Desk Team Lead

    1 month ago

    London, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our London...

  • Service Desk Team Lead

    1 month ago

    London, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our...

  • 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...

  • Service Desk Team Lead

    3 weeks ago

    London,, UK, 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...

  • Service Desk Team Lead

    1 month 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...

  • 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...

  • Service Desk Team Lead

    1 month 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...

  • Service Desk Team Lead

    1 month ago

    London Area, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our London...

  • Service Desk Team Lead

    1 month ago

    London Area, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our London...

  • Service Desk Team Lead

    1 month ago

    London Area, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence. An opportunity has arisen for a Service Desk Team Lead to join the team in our London...

  • Service Desk Lead

    2 days ago

    London, Greater London, United Kingdom TeamLogic IT, SE Grand Rapids, MI Full time

    Job OverviewThis is a leadership role that requires a people-orientated professional with experience in managing technical service desk engineers to deliver an outstanding customer experience. The successful candidate will lead the London-based team and collaborate with service desk leaders in Kuala Lumpur to ensure smooth delivery of global 24/7 service...

  • Service Desk Team Lead

    2 months ago

    London Area, 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...

  • Service Desk Team Lead

    2 months ago

    London Area, 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...

  • Service Desk Team Lead

    1 month ago

    London Area, 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...

  • Service Desk Team Lead

    3 weeks ago

    London, United Kingdom totality services Full time

    Job Description - Service Desk Team Lead We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an...

  • IT Service Desk Team Lead

    4 weeks ago

    London, Greater London, United Kingdom Lyon Tech Full time

    Lyon Tech is a managed IT services provider to the creative sector, serving over 5000 users and 100+ companies in London.We are seeking an experienced IT Service Desk Team Lead to join our team, providing exceptional customer service and leadership to our clients across the UK and internationally.This role combines leadership with technical skills, requiring...

  • IT Service Desk Team Lead Position

    4 weeks ago

    London, Greater London, United Kingdom Ashdown Group Full time

    A highly successful and rapidly growing tech business in Kingston, Surrey seeks an experienced IT Service Desk Lead to join their Infrastructure team. Reporting to the Head of IT, this pivotal role will have full ownership of the Service Desk function as you drive process improvement.This challenging opportunity requires a proactive, efficient and mature...