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Service Desk Team Lead

4 months ago

Chippenham, United Kingdom dcs associates Full time

dcs associates is a managed service provider based in Chippenham, we provide gold standard IT support and telephony services to a wide range of businesses (predominantly hospitality), we pride ourselves on our outstanding delivery of service to our customers. We're best in class at what we do, we are looking for people who share our same passion for IT.

We have over 30 years of experience specialising in supporting the hospitality industry, currently, we are expanding our customer base in the UK. Our customers view us more than an unseen IT Helpdesk, but part of their team - the customer experience is the heart of everything we do.

**Overview**

Reporting to the IT Manager, dcs associates seek an experienced team leader to manage our service desk team.

The role offers the potential to develop both your technical and management skills and a great foundation for further progression. The role will involve customer interactions working to continually evolve and improve our service in line with our customers' expectations.

**Key Responsibilities**

Your time will be divided between (but not exclusive to):

- Escalation from 1st/2nd Line Support
- Managing ticket system (Jira)
- Ensuring training needs are identified and acted upon in a timely manner
- Coaching and managing technicians (and apprentices)
- Delivering hands on technical support
- Manage weekend oncall rota
- Improving the way we work and leading change
- Team performance reviews (including appraisals)
- Maintain Backup procedures
- Maintain customer information

**You have most of the following**
- Experience in team management
- Customer service
- Experience with ticket system (Jira)
- Knowledge of server roles (AD DS, DNS, DHCP etc)
- Experience with Windows server 2012, 2016 & 2019
- Experience with Microsoft Windows 7 - 11
- Understanding of WiFi technologies
- Knowledge of network topologies, routers & managed switches

**It would also be beneficial to have experience of**
- Microsoft certifications
- ITIL V3 or V4
- VMware ESXi
- UniFi WiFi systems
- Veeam Backup and Replication
- Draytek Routers
- 3CX Phone System

**The Person**
- Be hardworking and enthusiastic
- Be a confident communicator
- Good personal skills
- Excellent organisational and time management skills
- Excellent problem solving, troubleshooting and trend analysis skills
- Accuracy and attention to detail
- Strong leadership skills

**Benefits**
- Work Phone & Laptop
- Sick Pay
- Pension
- Casual dress, company polo shirts provided
- Develop and learn new skills
- Training with internationally recognised companies
- Birthday off as holiday
- Free On-site parking at our air-conditioned office
- Team building and other work activities
- Easy access to Chippenham train station

Pay: £33,000.00-£38,000.00 per year

**Benefits**:

- Casual dress
- Free parking
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (preferred)
- Leadership: 1 year (preferred)

Work Location: In person

Application deadline: 06/06/2024