Technology Service Desk Team Leader
6 days ago
Job Title: IT Service Desk Team Leader Location: Cheadle, Cheshire
Bonus 6%, Pension, Health Plan plus other benefits
This is an exciting new role for a Service Desk Team Leader to join a growing IT team based at their Head Office in Cheadle.
The role will be five days in the office initially as you get to know everyone, followed by 3 days in the office and two days at home. The main purpose of this role is to manage the day to day operations of the Service Desk, providing IT support to all over 800 users in the UK and to act as a point of escalation for the Support Desk Analysts for more complex issues. You will ensure service delivery demands are met with the highest levels of customer satisfaction whilst focusing on promotion of a continuous improvement ethic.
It is important though that the team leader is a strong communicator who is not afraid to escalate and/or challenge appropriately (whether users or senior personnel in the UK, or IT contacts in Austria or a service partner), and who asks questions.
Their central IT function is in Austria and so a large part of network admin and general “back end”
For this reason, the Service Desk Team Leader doesn’t need to be highly technical, because the chances are you may not have the permissions or access in the UK to resolve very technical issues
The split should ideally be 60 (management): 40 (hands on support). The service desk lead will need to be driving the team, dealing with escalations, looking through tickets to spot trends/improvements etc. But due to the size of the team for the number of users they support, you will need to be the sort that is happy to muck in and handle tickets, sometimes low level/mundane ones if that’s what is required to meet demands at the time.
You will need to have proven experience of leading a customer service focused IT Service Desk team
With a minimum of 3 years experience working in a demanding IT service desk environment, having actively carried out 1st and 2nd line support.
Windows 10 / 11 support expertise
Customer Service background (the sort of person who won’t hesitate to pick up the phone to speak to someone, rather than firing off an email)
Office 365
ITIL
We are looking for someone that can wrap their arms around the whole support environment and ensure a high and consistent quality of service to the end users by directing the activities of the support team in the most effective way.
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