Service Desk Team Lead

1 month ago

Edinburgh, United Kingdom Jobheron Full time

The company is a Microsoft Solutions Partner and a Microsoft Tier 1 Cloud Solutions Provider IT Consultancy firm based in Scotland. They currently hold 5 out of 6 Microsoft Designations and 3 specialisations in Calling for Microsoft Teams, Cloud Security and Identity and Access Management.

Due to an internal move, they are looking for a Service Desk Team Lead to join their Service Desk team based in their headquarters in Edinburgh on a full-time, hybrid working basis.

Reporting to the Head of Managed Service Operations, you will be responsible for leading a team of circa 10 Support Analysts.

This is a key role within the Managed Services team. Your experience, technical knowledge and mentorship will guide the team and help set the standard for client support.

About the Role

You will be responsible for line management of the IT analysts, ensuring that resourcing is managed effectively, and the team is focused and driven to deliver best in class service. The ability to manage time and availability will be key, as you will often be asked to provide additional support to other teams at short notice.

This is not a core IT role, as the requirements align more with people and resource management, however the Service Desk Lead should be well versed in the key IT applications they support, working closely with their Technical Team Leads to ensure the team is effectively supporting the customers.

Key Responsibilities:

  • Coaching, leading, developing, line managing and supporting a team of technical IT Analysts to deliver a quality service to their clients
  • Driving incident closures, service request fulfilment and ticket quality management standards across the team
  • Driving service delivery to SLA guidelines and specific client engagement needs, ensuring all SLA's and KPI's are met through regular reviews, reporting, audits and monitoring of performance with their Service Delivery Managers
  • Administer and manage the use of ticketing and monitoring solutions to deliver high quality service to their clients
  • Responsible for ensuring regular review, update and documentation of support team processes, the creation of new support processes and guides when required
  • Production of weekly and monthly reports on team metrics
  • Provide cover for the Head of Managed Service Operations and act as an escalation point in their absence
  • Rota and resource management of support shifts and on-call support

Technical Skills Required:

  • Microsoft Teams – Shift Management, Teams Channel management and call monitoring
  • Luware (or similar) – Service Desk Call monitoring.
  • ConnectWise – Administrator level knowledge of ConnectWise and remote support.
  • Understanding of or ability to learn the key applications and infrastructure they support (not limited to): Veeam, Microsoft Azure, O365, Exchange, Network infrastructure, Business applications (Mimecast, iManage, Partner for Windows etc.)

What They Are Looking For:

  • A real love for technology and a constantly curious mind
  • Team leadership experience
  • Multitasking and the ability to prioritise and deliver against competing priorities
  • Excellent written and verbal communication skills
  • Ability to adapt quickly to a fast-paced environment
  • Previous service desk management experience desired but not necessary
  • They are a Microsoft partner so good working knowledge of Microsoft technologies desired

You will be joining their team at a very exciting time where you will be provided with ongoing support, training, and development to allow you to develop your skills and grow the career you really want.

Training and development of every employee is hugely important at the company, you will be supported and developed at every stage in your career with them

Why Here?

They are an Employee Owned company providing IT managed services, projects, and professional services to a diverse range of clients from enterprise scale clients to small/medium business within both the private and public sectors.

They offer highly competitive salaries with an excellent benefits package including contributory Pension, Private Health Care, the ability to buy and sell holidays, as well as paying for your home broadband, excellent training and development opportunities with the ability to earn annual bonus on Microsoft Accreditations, and an annual personal technical budget to ensure you stay up to date with the latest technologies.

Still not convinced? They encourage personal development and have a highly collaborative working culture with high levels of employee retention. They have won awards for their Family Friendly Working and pride themselves on their ability to manage employees individual needs to make work-life fit around personal life. They believe their culture is their strength and want to work with likeminded individuals who love technology as much as they do.

If like them, you eat, sleep and breathe technology and love a challenge when it comes to complex technical solutions, please apply today.

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles, including; Technical Support Lead, IT Service Desk Team Lead, Information Technology Support Engineer, Senior IT Support Engineer, IT Manager, Technical Operations Manager, IT Operations Manager, Network Support, Service Desk Lead, Deputy Service Desk Manager, Service Desk Manager Lead may also be considered for this role.

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