Service Desk Team Leader

5 months ago

West Malling, United Kingdom Virtuoso Full time

**What **we're** looking for**
We are looking for a highly organised and dynamic Team Leader to lead our UK Channel Services Support team which delivers support to a key client and large number of end-customers. The right leader will be obsessed with delivering world-class service and focused on maintaining a culture that fosters an environment of learning and development.

**Key Accountabilities**
- Providing support to our customers and users in-line with other members of the team, this includes answering phone calls and resolving tickets.
- Responsible for managing all team metrics and ensuring reporting is up-to-date and delivered in the correct format to the Service Delivery Manager.
- Assisting Service Delivery Manager with interviewing, onboarding and training of new hires.
- Mentoring all members of the team, including customer service, behavioural, performance and technical skills.
- Conducting Quarterly Conversations and Personal Development Plans with direct reports.
- Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible.
- Actively manage the full ticket lifecycle and distribution of workload between engineers to ensure that nobody is over or underutilised.
- Quality reviews to be completed and assessed against our ticket, technical and customer service criteria.
- **Knowledge & Experience**
A minimum of 1 years’ experience leading a team, ideally within an MSP environment.
- A minimum of 2 years customer service experience.
- Experience with or a desire to perform project co-ordination is desired.
- Must hold or have desire to hold fundamental and intermediate Microsoft certifications.
- Knowledge of the below technologies highly desired:
- Microsoft 365
- Mobile Device Management software, e.g. Intune, MaaS360
- Mobile Security apps
- MS Teams & Teams Phone

**Benefits**
We are committed to creating great jobs for great people, and provide:

- **25 days paid annual leave (in addition to statutory bank holidays)** - Increases every year of service up to 5 years.
- **Birthday Day Off** - An additional day off to celebrate your birthday
- **Funded Training and Development** - Our people’s personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles. We’re also open to hearing about what you would like to learn about - so that we can provide what you need to develop.
- **Flexibility** - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.
- **Social Club** - We hold a monthly social club with events such as axe-throwing, bowling and golf organised by our team.

**Location**

This role is office based at our offices in Kings Hill, West Malling. Applicants should be within reasonable commutable distance.

**About us**
Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.

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