Service Desk Team Leader

4 days ago

London, Greater London, United Kingdom ECS Resource Group Full time
Service Desk Team Leader

Join ECS Resource Group, a leading provider of IT solutions, as we seek an experienced Service Desk Team Leader to lead our Network Operations Centre (NOC) team. As a key member of our support function, you will be responsible for managing a small team of engineers and driving the department to maximum efficiency.

Key Responsibilities:
  • Manage and supervise a team of engineers to ensure peak performance and efficiency.
  • Develop and implement strategies to improve service delivery and customer satisfaction.
  • Collaborate with the NOC Manager to ensure the team is running smoothly and efficiently.
  • Analyze call and ticket data to identify trends and areas for improvement.
  • Implement Continual Service Improvement initiatives to drive growth and excellence.
Requirements:
  • Previous experience in managing or supervising a small team.
  • Strong performance management skills, including coaching and development.
  • Experience in a technical environment, preferably in IT or Telecommunications.
  • Excellent communication and interpersonal skills.
  • Ability to prioritize tasks and manage multiple projects simultaneously.
  • ITIL Foundation Qualification or above (desirable but not essential).
What We Offer:
  • A competitive salary of £37,000 - £40,000 per annum.
  • A £5,000 shift allowance.
  • A 4-on-4-off rotation pattern, working 07:00 to 19:00 and rotation 19:00 to 07:00.

We are looking for a motivated and experienced individual who is passionate about delivering exceptional customer service and driving business growth. If you have a strong track record of leadership and a passion for IT, we would love to hear from you.

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