Service Desk Team Leader
7 days ago
Pulsant is a market leading company - providing ultra-reliable, flexible managed hosting, services and colocation to businesses nationwide. Following our recent new funding, investment in our people is top of our agenda and there has never been a better time to join the team.
With c350 staff based in several locations around the UK and clients across numerous business sectors, we offer a first class, fun working environment.
**Key Responsibilities**:
- Controlling scheduling and workload through management of the team’s ticketing queue
- Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
- Co-ordinating, scheduling and managing the resourcing of the team, including ensuring relevant shift, holiday, sickness or another absence cover is arranged
- Managing customer service requests and incidents to deliver a first class service to our customers
- Assisting other teams with troubleshooting and ticket management
- Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day)
- This role may require occasional client and Pulsant site visits
Skills & Experience
- Previous Team Leader experience in a similar role
- Previous experience of working within an IT service provider environment would be desirable
- An experienced service excellence approach with a good understanding of business objectives
- Good basic technical understanding of various aspects of IT
- Basic understanding of ISO / BSI and ITIL frameworks
- Basic understanding of working with Service Level Agreements
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