IT Service Desk Team Leader

3 months ago

Wakefield, United Kingdom Nasstar Full time

**WE’RE RECRUITING**

**As one of the UK’s fastest growing MSP's, we’re on the lookout for a Service Desk Team Leader who enjoys being hands-on and leading by example**

**Location**: Position can be based Hybrid in either our Wakefield or Telford office (3 days office & 2 days remote)

**Salary**:Competitive base + benefits

**Job Type**:Permanent

**The role**

You will provide leadership and direction to our 1st Line Engineers, to aid in providing a 1st class service to our customers. Working closely with your aligned Customer Operations Manager (COM) to provide direct feedback on how your team members are performing, highlighting any areas for operational improvement, and identifying gaps in process that need to be filled.

You are responsible for ensuring that your team members are on-boarded in an effective and controlled manner to give both them and your team the chance to succeed. You will also work with the Technical Mentors, to identify knowledge gaps and areas for training and equally progression.

You are to assist with Jeopardy management through management of escalations and ticket reviews with the engineering team, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed, ensuring ticket updates meet required standards. Reviewing ticket trends to identify problems and raise relevant problem tasks to reduce re-occurrence of common issues. Ability to utilise toolsets available to produce reports and act on them effectively.

**Responsibilities**:

- Work with your aligned Customer Ops Manager to produce training plans for your team members.
- Motivate, monitor, and manage the team to achieve individual and collective success.
- Monitor, report and analyse Team Performance and feedback results to COM.
- Coach and Mentor, the team and deliver feedback to team members on performance to ensure work is carried out to agreed processes, standards and KPI’s.
- Provide support in line with service level agreements to ensure delivery of IT service to all KPI’s and Service Level Agreements including but not limited to staff inductions, shift patterns, timesheets, holiday, and illness
- Act as first point of escalation for the team.
- Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings, discussions and sharing knowledge through appropriate documented processes.

**Experience/Skills**:

- ITIL Foundation accreditation.
- Experience working in a busy IT Service Desk environment in a technical customer facing role.
- Experience working with and adhering to procedures.
- Experience supporting end users across a variety of locations.
- Experience of ITSM systems and automating Service Desk processes.
- Have the ability to quickly identify where additional technical expertise is required to resolve an issue and escalate accordingly.
- Strong experience in one or more technical areas (e.g., Citrix, O365, Cloud technologies)

**About Nasstar**

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at itif we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

**Modernise to maximise**

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

**What you can expect from us**:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- 25 days’ holiday (excluding bank holidays)
- Flexible working
- Top tech
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands

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

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Store discount
- Work from home

Schedule:

- Day shift

Work Location: Hybrid remote in Wakefield

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