Service Desk Team Leader

5 months ago

Sandiacre, United Kingdom Air IT Full time

**Job Title**: Service Desk Team Leader

**Location**:
**Reporting to**: Service Desk Manager

**Purpose**:
To manage a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.

Support the Service Desk Manager in implementing career pathways for all engineers encouraging personal development.

**Duties and Responsibilities**:

- Deliver customer projects to a high standard and within set timeline
- Collaborate with Air IT Project Management Office to schedule work for customers and ensure smooth running of IT projects
- Review scope of works prior to commencing project, reporting any issues back to management or PMO.
- Working with support teams to provide comprehensive handovers to Service Desk upon successful completion of projects
- Identify any snagging issues that may cause delays to project completion and report this back to management or PMO to record and raise with the customer.
- Log and action all activity in within the CRM system via projects and project tickets following established Air IT Project procedures
- Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies
- Reviewing and approving engineer timesheets.

**Qualifications, Knowledge and Experience**:

- Essential: _
- Demonstratable service management experience
- Experience in managing and leading employees
- Previous technical background
- Strong communication skills
- Experience of working within an MSP or similar environment
- Ability to work under pressure
- Flexibility with working hours
- Desirable: _
- ITIL certified
- Major incident management experience
- Current and valid driving licence
- Experience of ConnectWise

**The Benefits**

Joining Air IT means unlicking a world of perks and opportunities, including;
- Hybrid working options for a better work-life balance
- 25 days annual leave plus bank holidays
- Ongoing learning and development opportunities
- Cycle to work scheme and technology vouchers
- Enhanced family leave
- Celebration day - an additional day off each year to celebrate an occasion important to you
- Salary sacrifice pension
- 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
- Company social events and competitions
- Discount and Cashback Scheme
- Group Income Protection
- Life Insurance
- EAP and Virtual GP Service

At Air IT we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.

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