Service Desk Team Lead

3 days ago

Cheshire, United Kingdom Infraview Full time

**Service Desk Team Lead - MSP, Cloud, Networking, Datacenter - Cheshire / Office based - £350 - £400 p/day Outside IR35**

I am working with a Cloud Solutions Provider looking for a results driven Service Desk Manager with proven experience of service delivery within the terms of Customer SLA’s & Managing Service Desk engineers. You will manage a team of 12 with a mix of 1st/2nd Line Engineers

Essential Requirements:

- A great manner and a drive to help push the company forward
- Excellent communication skills
- Previous experience of working for a Managed Service Provider is desirable
- Challenging beyond the customer services team to obtain the right outcomes for clients
- You will collaborate closely with both the sales and Professional Services teams to execute any opportunities for continual improvement
- Experience of typical incident and major incident management processes, including experience of acting as the main point of contact for senior stakeholders during major incidents

You will be responsible for managing a team of service desk engineers who provide quality support to our customer base. You will ensure that excellent levels of technical support and customer service are provided across the organisation and measure relevant SLA's and KPI's.

Keys responsibilities
- Successfully managing and lead the service desk team, instilling a customer service culture that over delivers
- Effectively managing and developing staff, engineers and subcontractors including conduct, performance, attendance, and capability
- Supporting the Service Delivery Director in establishing and maintaining an organised, structured, and well-managed working environment
- Drive the service desk team and instil a customer service culture that over delivers
- Oversee the prompt completion of breached SLA tickets
- Track problem ticket resolution metrics against SLAs
- Review all customer complaints, rectify issues, and liaise with appropriate departments to provide effective solutions
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective

**call Will Martin
020 3950 9977 at InfraView for further info.**

**If this role is not for you please Register with us letting us know your preferences and will be in touch when the right role comes in.**

**Service Desk Team Lead - MSP, Cloud, Networking, Datacenter - Cheshire / Office based - £350 - £400 p/day Outside IR35

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