Service Desk Team Leader

7 months ago


West Malling, United Kingdom Virtuoso Full time

**Start date**

Immediate

**What we're looking for**

**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.
- Ensure the support team manage customer expectations throughout the support process and strive to maintain high customer satisfaction levels
- Provide leadership and management to the team, motivating and mentoring team members to achieve their goals
- Provide a point of service escalation
- Improve team processes to meet applicable service level agreements
- Conduct quarterly reviews with all team members, including goal-setting
- Support the Service Delivery Manager in service planning, problem management, change management and continuous improvement
- Monitor and drive improvements to the internal Knowledge Base system

**Skills and Experience**
- A minimum of one years’ experience, working in a service desk environment as team leader or manager
- Excellent written and verbal communication skills
- Experience with the following technologies; Microsoft 365, Azure, Windows 10/11, SCCM, Intune
- Understanding of ITIL principles

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

- 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. 25 days paid annual leave plus additional long service leave.
- Social Club - We hold a monthly social club with events such as axe-throwing, bowling and golf organised by our team.

**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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