Service Desk Team Leader

7 months ago

Dartford, United Kingdom Virtuoso Full time

**Job Title**:Service Desk Team Leader**

**What We Are Looking For**

We are looking for an experienced and dynamic Service Desk Team Leader to lead our UK Tech Support team which delivers support to local and global SME businesses. The right leader will be obsessed with delivering world-class service to our customers; a fundamental element will be creating a culture that will foster an environment of learning and development.

Training is provided and encouraged for all colleagues. We pride ourselves on teamwork with diversity where everybody’s voice is heard and valued - across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions and finding the best way to achieve our goals as a team.

**Key Accountabilities**
- Mentoring all members of the team, including customer service, behavioural, performance and technical skills.
- Management of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours.
- 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.
- Policing and improvement of our key processes including those related to documentation and our Information Security and Cyber Security policies.
- Interviewing, onboarding and training of new hires.
- Alignment with the other Tech Support Team Leaders in other regions.
- During busy periods, the Team Leader may be required to answer phone calls and own tickets submitted by clients or our monitoring system.

**Measurables**

This role is measured via success indicators as per below:

- Team performance
- Client satisfaction
- Employee satisfaction

**Requirements for the role**

**Knowledge & Experience**
- A minimum of 2 years leading a team, ideally within an MSP environment.
- Knowledge of the below technologies up to an intermediate level:

- Microsoft365 and Office365
- Microsoft Azure services (notably identity and infrastructure)
- Networking
- Windows 10 and 11

**Qualifications**
- Possesses ITIL v3 or v4 certification and/or experience working within this framework. (desirable)

**Behaviours Linked to Values**
- Growth Mindset: Open and flexible attitude - embraces change
- Deliver Innovation: Courage to try something new
- Customer Obsession: Driven by customer satisfaction
- Professional Approach: Trust in your integrity
- Teamwork with Diversity: Challenge with respect

**Other requirements**
- Excellent influencing, inspiring and motivating skills
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organisational skills and attention to detail
- Excellent written and oral communication skills
- Ability to think strategically
- Ability to engage with stakeholders at multiple levels
- Can develop trust and positive relationships with client stakeholders, colleagues, vendors and third-party providers
- Possess a flexible approach to changing requirements and needs within client environments and our own business
- Client-centric, always puts the customer at the heart of everything we do
- Professional, self-starting, highly-organised and completer-finisher approach to work
- Enthusiastic, self-motivated individual, used to working in a fast-paced environment

**General Details**

**Report to**: Service Delivery Manager

**Location**:Dartford, Kent (On-site)

**Department**: Tech Support

**Budget Responsibility**: No

**Manages People**: Yes

**Salary**: £38k - £45k + Benefits (see below)

**Role Relationships**

**Direct Reports**

Tech Support UK Engineers

**Key Internal Relationships**

All internal stakeholders

**Key External Relationships**

Clients, Third Party Providers

**Location**

Based at our offices in Kent (Dartford), however, travel may be required to client sites around London.

**Hours**

Shift patterns, 37.5 hours per week (some flexibility will be required due to the nature of the role)

**Benefits**

We are committed to creating great jobs for great people, and provide:
**25 days paid annual leave**, per year (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

**Life Event Leave **- 1 day per year for when you need it

**Perkbox Employee Benefits Subscription** - Perkbox offers our staff hundreds of perks, discounts, and freebies from big-name brands including discounted healthcare, gym membership and many more.

**Flexibility** - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.

**Socia

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