IT Service Desk Team Leader

5 months ago

Chessington, United Kingdom Cloud Vacancy Full time

**Company Overview**

We are a dynamic, fast-growing IT Managed Services Company currently based in Chessington. Our values are Integrity, Professionalism, Expertise and Entrepreneurial Spirit. Our customers include many household names including the Virgin London Marathon where we are responsible for all the IT behind the annual London Marathon events.

**Role Overview**:
As a Service Desk Team Leader, you will act as an escalation point for all first
- and secondline colleagues and for all our Managed Service Customers. The primary objective of the role is to provide support to our first line and second line support analysts so they can complete their role efficiently, while also having a direct approach with our customers on escalated tickets. This will be achieved by troubleshooting, diagnosing, and resolving problems at the second point of contact and/or escalating the fault to one of our Senior Team members or our Infrastructure Team, to investigate and resolve. Throughout this process you will remain a strong point of contact with the customer, maintaining ownership of an escalated fault and acting as the main point of contact between the customer and Enterprise IT but providing timely updates and ensuring the fault is given the correct level of priority and attention. This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.

The role is located in our Chessington office. The hours are split between 08:00 - 16:30 or 09:00 - 17:30 on a rotation basis with other Team Leaders.

**Responsibilities**:

- Support First Line and Second Line Engineers by coaching, mentoring and knowledge sharing and help with any tickets they may have trouble with.
- Use the Enterprise IT tool sets to proactively monitor, manage and improve the computer systems run by us on behalf of our customers
- Support with all incoming cases are dealt with a professional, courteous manner
- Take ownership of cases and managing them in a logical and methodical manner and proactively update the customer
- Conducting full and thorough diagnostics with end users to enable a swift resolution
- Ensuring all cases are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues and provide coaching where needed, while managing the knowledgebase
- Manage several scheduled tasks for customers, designed to ensure that the customers systems remain operational
- Ensure Service Desk processes are being followed and support updating any out-of-date processes.
- Support the Service Desk Manager with any urgent escalations and ensure the issue gets resolved as soon as possible

**Requirements**:

- Have experience in an MSP
- Have excellent communication skills, verbally and written
- Have a good attention to detail
- Be able to follow process and procedures as needed
- Have a natural problem-solving mindset
- Ability to organize, prioritize and manage own workload
- Experience with various versions of Windows desktop operating systems
- Active Directory environment experience involving administration and troubleshooting
- Good understanding of IP routing and switching
- MS Office 365 and Azure knowledge
- Collaborate with partners and third-party companies to effectively resolve problems.

**Required Competencies**:

- A friendly individual willing to become part of a close-knit team
- Excellent customer service skills over the telephone

**Salary**: £33,000.00-£35,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

**Experience**:

- Working for an MSP: 2 years (preferred)
- O365, Azure & Active Directory admin and troubleshooting: 2 years (preferred)
- demonstratable team lead: 1 year (preferred)

Ability to Commute:

- Chessington (required)

Work Location: In person

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