Technical Team Leader

3 months ago

Cambridge, United Kingdom Bridge Partners Full time

**Technical Team Leader** (Service Desk)**
Cambridge

£40-45K

Do you love helping others achieve their full potential? Do you have exceptional technical and people skills? Often working hands-on, the Service Desk Team Leader requires both a passion for technical solutions and a people-first mindset. As someone who likes working in a fast paced and busy environment, you will be highly organised, positive and approachable and able to remain flexible enough to focus your attention where you’re most needed. Join our team and get ready to make a big impact

About Bridge Partners

Bridge Partners is an MSP based in Cambridge, providing outsourced IT around the UK and overseas We're not your average company - we support innovative, ground-breaking SMEs in industries like biotechnology, life sciences, and finance. We're all about long-term relationships that embody our core values of Clarity, Partnership, and Quality.

What we can offer you:

- The independence to manage your own work schedule and the option to work from home in coordination with the senior Service Desk team.
- We are a friendly bunch with passion and ambition. We thrive on teamwork, learning and development.
- We are committed to your personal career growth, and we will provide you with training opportunities to further your technical skills.
- You will be part of our profit share scheme and you will also be able to join our BUPA health insurance and enhanced pension scheme.
- You will receive 25 days holiday plus Bank Holidays, increasing by one day every 2 years you work with us.
- We are situated only a short walk from Cambridge North train station and local bus routes and offer free onsite parking.
- We encourage our employees to socialise outside of work and organise social events throughout the year such as the Cambridge Lockhouse, Go Karting, Crystal Maze, bowling, BBQ’s and dinners.

The role

Leadership: Use a positive and energised can-do attitude to encourage your team to challenge themselves, existing ways of working and explore new ideas - assisting them in developing their ideas for improvement. Lead by example when necessary to demonstrate best practice.

Management: Coach a team of Service Desk engineers, be responsible for ongoing people management, including recruitment, appraisals, training etc. Set clear objectives, evaluate progress against objectives, support individuals to develop them to reach their natural best.

Authority: Comfortable stepping in to make decisions that influence the success of the team, coordinating with other teams when required to achieve a goal.

Organisation: Managing shift assignments within the Service Desk team to ensure targets and SLAs are met.

Technical Service Delivery: Ensure the Service Desk Engineers deliver clear, high quality customer service experiences to all clients. Using your technical experience to step in when required to resolve or delegate a problem or act as part of a wider task force and collaborate with other teams.

Ownership: As the final escalation point for the Service Desk take ownership of incident resolution, working with other stakeholders when necessary to manage the situation.

Continuous Improvement: Contribute to the on-going development of the Service Desk function by sharing knowledge, experience and expertise with other team leaders and the department head.

What we need from you
- Practical IT experience (5+ years), having previously worked in a senior engineer position in a support team, out in the field working autonomously in a technical capacity, or similar role.
- A passion for technology and how it can support a team to work effectively.
- An experienced customer service expert, able to demonstrate the clarity, partnership and service quality values needed to create a positive experience for customers.
- A positive decision maker, able to analyse the situation and information available, judge the situation methodically to confidently make progressive decisions.
- Positive and enthusiastic attitude towards technical and managerial challenges.
- Previous experience in a team leader position as line manager, coach and influencer to junior team members would be an advantage.
- Able to take ownership of team-wide initiatives that incorporate planning, organisation and communication to a high standard.
- Comfortable with analysing data, reviewing metrics and reporting against KPIs.

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