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Service Desk Team Leader

4 months ago

Chippenham, United Kingdom iO Associates Full time

We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support. We are currently seeking a dynamic and experienced Service Desk Team Leader to join our team on a permanent basis

As the Service Desk Team Leader, you'll report directly to the IT Manager and oversee our service desk operations. This role offers a unique opportunity to develop both your technical expertise and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, ensuring it aligns with our clients' evolving needs and expectations.

**Key Responsibilities**:

- Manage escalations from 1st/2nd Line Support
- Oversee the ticket system (Jira)
- Identify and address training requirements promptly
- Coach and lead technicians and apprentices
- Provide hands-on technical support
- Coordinate weekend on-call duties
- Drive process improvements and lead change initiatives
- Conduct team performance reviews and appraisals
- Maintain backup procedures and customer information

**It would be fantastic if you had the following**:

- Proven experience in team management and customer service
- Proficiency in ticket systems (Jira)
- Expertise in Windows Server 2012, 2016 & 2019
- Knowledge of Microsoft Windows 7 - 11
- Familiarity with routers, managed switches, and related hardware

**Benefits**:

- Company-provided work phone and laptop
- Sick pay and pension scheme
- Paid for training with bonuses for passing exams
- Casual dress code with provided company polo shirts
- Opportunities for skill development and training with industry leaders
- Birthday off as holiday
- Free on-site parking at our air-conditioned office
- Team building activities and social events
- Convenient access to Chippenham train station

**Why Join Us?**

At our company, we believe in fostering a supportive and collaborative work environment where you can thrive. We value innovation, dedication, and a commitment to excellence. If you're looking for a role that offers both challenge and opportunity in equal measure, we would love to hear from you.

**Job Types**: Full-time, Permanent

Pay: £30,000.00-£36,577.14 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (required)
- Leadership: 1 year (required)

Work Location: In person