Service Desk Team Leader

7 months ago

Newcastle upon Tyne, United Kingdom Cybit Full time

**Job Title**:Service Desk Team Leader

**Location**: Cobalt Business Park, North Tyneside (office based with flexibility to work from home)

**Salary**: £26,000 to £30,000 depending on skills & experience

***
**Cybit**:
Our success is people powered, and we're on a mission to work with the best. Rapid growth, huge opportunities and exciting challenges mean we're looking for brilliant people to join our team here at Cybit.

For the last 30 years, Cybit have been supporting businesses across the UK with all areas of IT consultancy, technical support and hosting; as well as having specialist Cyber Security and Data & Analytics arms to the business. Wherever our customers are on their IT roadmap, we can support them, from a simple IT review to a full cloud migration and ongoing infrastructure support.

We operate out of three offices, Berkshire, Newcastle & Belfast, and have 150 employees across Cybit. We have great relationships with our vendors, and we’re a Microsoft Gold Partner, AWS Advanced Consulting Partner, Palo Alto Platinum Innovator, F5 Gold Partner, Qlik Elite Partner, Alteryx Premier Partner and more

**What you'll do**:
The Service Desk Team Leader will lead, motivate and drive the Service Desk team to provide high levels of customer service and technical support to our external and internal customers. You will manage the day-to-day running of our service desk, ensuring that service levels are achieved and that customer expectations are met. The Service Desk team comprise of 1st line support engineers.

You'll play a big part in ensuring the success of the Service Desk by recruiting, developing and retaining a highly skilled & motivated team. You will also be responsible for ensuring that all incidents and requests are logged accurately and are correctly escalated to extended support teams as and when required.

***
**We're looking for someone with**:

- Experience in leading a highly performant and motivated team is preferrable, but we will consider someone with exposure to mentoring or being a senior in an IT support enviroment.
- An exceptional customer service focus, with the ability to demonstrate high levels of customer service and care
- A good understanding of general IT support such as windows desktop, active directory, virtualization and Cloud environments.
- Experience of working in a fast-paced and varied IT Service Desk environment
- Experience of managing teams against SLAs, KPIs and quality standards.

Whilst the above provides an idea of the type of person we're looking for, we have exceptional training and development capabilities here at Cybit. So even if you don't meet every requirement, we'd still love to hear from you.

***
**Why join us**:
**Keep developing**

Be the best in the business by learning from the best in the business. With industry leading training, mentoring and development, our experts will share their deep sector knowledge and help you to build a career that counts. You'll have the opportunity to work with fantastic colleagues and customers,

**Work with fantastic colleagues and customers**

Come together to solve real-world challenges by creating easy to use, flexible solutions and services that make a real difference to our customers’ businesses.

**National career, local touch**

Our customers love our down to earth and friendly approach. It’s part of the reason we’re growing so quickly. So no matter how much we expand, or where in the UK you’re based, you’ll get the time and opportunity to really look after our customers.

**Opportunity everywhere**

We’re growing fast. Which means there’s plenty of room for career progression as we expand our teams and build new ones to take us to the next level.

**People first, always**

We never forget that our success is people-powered. So we’ll give you all the flexibility you need to work your way.

**Celebrate difference**

We come from all over the UK, from all sorts of backgrounds. Looking after each other is essential to our continued growth and success.

**Be well looked after**

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:

- Bonus scheme
- Pension scheme
- 36 days annual leave including bank holidays (& the opportunity to buy more if desired)
- Healthcare cash plan
- Company electric car scheme
- Cycle to work scheme
- Enhanced family leave
- Employee assistance programme
- Occupational sick pay.

Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.

You may have experience as: Service Desk Manager, Service Desk Team Lead, Helpdesk

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