Teamlead Sales Remote

2 weeks ago


Southampton, Southampton, United Kingdom Digital Waffle Full time
Job Title: Service Desk Team Lead

About the Company: Digital Waffle is seeking a skilled Service Desk Manager to join a thriving client in Southampton. The company values collaboration and individual growth, making it an exciting place to work.


Responsibilities:

  • Manage a team supporting Microsoft stack (Azure, AD, Exchange), networking, firewall, router, switch management, remote access, and VPN.
  • Foster a collaborative environment for knowledge sharing and skill development in incident management, problem resolution, and service requests.
  • Set performance goals based on metrics like First Call Resolution Rate and Mean Resolution Time, monitoring team performance and identifying areas for enhancement.
  • Oversee ticket assignment, technician queues, and compliance with service level agreements (SLAs) using tools like round-robin or skill-based routing.
  • Implement efficient workflows aligning with ITIL practices, including incident escalation, change management, and knowledge base upkeep.
  • Lead the recruitment of new team members, ensuring seamless onboarding and in-depth training on ticketing systems and IT support methods.
  • Optimize resource management through effective scheduling, ensuring smooth operations during staff absences or unexpected incidents.
  • Drive service improvement through data analysis and process adjustments based on ticket trends, resolution times, and customer satisfaction metrics.

Requirements:

  • Minimum 5 years of experience in a Service Desk or related IT support role.
  • Demonstrated leadership and team management abilities focused on IT service delivery.
  • Deep understanding of IT service desk best practices, ITSM methodologies like ITIL v4, and incident management frameworks.
  • Proficiency in ticketing systems and performance management tools.

This role provides a competitive salary and benefits package, along with the opportunity to work in a dynamic and supportive environment.



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