Service Desk Team Leader

3 weeks ago


West Malling, United Kingdom James Frank Associates Full time

Our client, a leading business in the IT sector is seeking a Service Desk Team Leader to join their growing team of Engineers on a full-time, permanent basis.

Due to growth our client is seeking a Service Desk Team Leader to join their team on a full-time basis, working in conjunction with other Service Desk Team Leaders overseeing the team of Engineers whilst being an escalation point for 3rd Line queries and technical faults.

Key Responsibilities:

- Act as a point of escalation and guidance for technical, operational and process queries
- Providing performance feedback to the team and individuals
- Provide coaching to members of the team
- Lead the team and its response levels based on ticket priority, SLAs and other operational factors
- Coordinate the team to ensure the right Engineers are managing the right tickets
- Work on escalated service desk tickets from team members
- Manage the rota for Engineers
- Set, plan and monitor team objectives
- Identify training needs within the team
- Provide feedback and have one to ones with the team

Key Experience:

- A minimum of 5 years’ technical experience, working up to 3rd Line level
- Previous experience managing a small team of Engineers
- Able to lead a team whilst also proactively work on technical tickets
- Experienced in coaching a team, providing constructive feedback where necessary
- Able to work in a fast-paced environment, managing and prioritizing tasks for the team

This is an excellent opportunity to join a thriving business in a role where you will be given autonomy and independence, whilst working in line with other Team Leaders at a high level within the business.

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

Schedule:

- Monday to Friday

Work Location: In person



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