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Service Desk Team Lead
4 months ago
Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of processes that are looking to take the step into a management position.
Key Skills:nMicrosoft stack (Azure, AD, Exchange etc)nNetworking (TCP/IP, DNS, DHCP, etc.)nFirewall, Router and Switch ManagementnRemote Access and VPN
Key Responsibilities:nFoster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.nUtilize KPIs (e.g., First Call Resolution Rate, Mean Resolution Time) to set achievable goals, monitor team performance, and identify areas for improvement.nOversee ticket assignment using tools like round-robin or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs).nDevelop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance.nAssist technicians in tackling complex customer issues by leveraging your own technical expertise and guiding them towards efficient troubleshooting and resolution.nIdentify situations requiring escalation to the infrastructure team, ensuring clear communication and seamless handover through detailed ticket notes and knowledge transfer.nManage the recruitment process for new Service Desk team members, ensuring a smooth onboarding experience with comprehensive training on ticketing systems (e.g., ServiceNow, Zendesk) and relevant IT support methodologies.nOptimise team resources through effective scheduling and workload management, ensuring smooth operations during periods of staff leave or unexpected incidents.nDrive continuous service improvement by analysing trends in ticket volume, resolution times, and customer satisfaction metrics, and implementing process changes accordingly.
To lead our IT support charge, you'll possess:nMinimum 5 years of experience in a Service Desk or related IT support role.nProven leadership and team management skills with a focus on IT service delivery.nStrong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks.nIn-depth knowledge of ticketing systems and performance management tools.nExperience working in a fast-paced, customer-centric environment.nExcellent communication, interpersonal, and problem-solving abilities.
This role offers a competitive salary and benefits package, with the opportunity to work in a dynamic and supportive environment If it sounds like it could be the one for you then please apply now
Please note this role is not accepting applicants from outside of the UK and does not offer sponsorship.
