Deputy Team Lead-uk Service Desk

3 weeks ago

Abingdon, United Kingdom Paul Mason Consulting Full time

**About us**

PMC is the market leading, independent Technology Services Provider to the retail sector. With over 430 technical experts, we provide professional services, technology consulting and managed services to retailers, service organisations and software companies.With a passion for retail and the important role of technology, PMC enables businesses to improve the effectiveness and cost efficiency of their IT systems and infrastructure. By leveraging the investment made in our India office, PMC uniquely provides customers with a blended service from two, integrated locations.

**The Opportunity**

**This role will be officed based in Abingdon, Oxfordshire.**

This position will play a key role in the leadership team of PMC’s co-located Level 1 Service Desk. This a fantastic opportunity for an experienced customer service focussed professional to excel in a technical environment. The Deputy Team Lead position requires you to carry out duties to actively support the Team Lead based in our India office and the wider management team in improving service; managing the team and training Service Desk Support Analysts to distribute both your technical and customer service knowledge, whilst actively engaging in training and development to improve your skills with a view to progressing in your role.

This role is key in developing morale and promoting enthusiasm and diligence through leading by example on our Service Desk.

**Key Responsibilities**
- Manage the overall Service Desk activities, supporting the Team Lead, including providing first line support to PMC’s customers.
- Actively promoting successful delivery measured against KPIs and SLAs.
- Act as an escalation point for all Service Desk Support Analysts.
- Report any issues that could impact the business or service delivery.
- Developing and maintaining an up-to-date Knowledge Base and technical training documents.
- Representing the Service Desk at internal and, when required, external meetings.
- Maintaining quality and identifying areas of improvement in quality of service provided to clients.
- Daily training, coaching, and mentoring of Service Desk Support Analysts.

**About you**

You will have experience of working within an IT Support environment, strong interpersonal skills and the ability to build, develop and maintain relationships both internally and externally. Previous experience of working in a small collaborative team or in a supervisory or line management capacity is highly desirable.Due to the nature of this role, you will have a proactive and positive outlook to all work activities, whilst ensuring excellent communication and customer service are a priority. You will also have a strong willingness to focus on attention to detail and accuracy whilst supporting and leading the UK Service Desk, ensuring KPIs and SLAs are met.

**Why Should You Apply?**
- Superb opportunity to work with friendly, dedicated professionals and receive ongoing support.
- We offer a competitive salary, excellent career opportunities and a range of employee benefits to those who join us on a permanent basis.
- Our teams work hard, so we also know that it’s important to have some fun, and our social committees in both offices organise regular events for our teams and our families
- At PMC, we also recognise that for our employees their job is only part of the bigger role we play in the lives of those who we care for, and who care for us. Family first will always be at the heart of PMC and is key to doing the right thing.

**Life at PMC**

We are supportive and approachable. We have zero room for discrimination and are proud to be an equal opportunities employer. Being a part of PMC, you have an opportunity to really add value and make this role your own. With our continuous learning and collaborative actions, we believe in taking ownership and going the extra mile to deliver.

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