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Service Desk Team Leader

2 months ago

Wigan, United Kingdom ECS Resource Group Ltd Full time
Job Title: Service Desk Team Leader

Join ECS Resource Group Ltd as a Service Desk Team Leader and take on a challenging role in our Network Operations Centre (NOC). As a key member of our team, you will be responsible for managing a small team of engineers and driving the department to its maximum efficiency.

About the Role

We are seeking a highly motivated and experienced individual to lead our NOC team. The successful candidate will have a strong background in technical support and experience in managing/ supervising a small team. You will be responsible for coaching and developing your team members, as well as implementing Continual Service Improvement within the support function.

Key Responsibilities
  • Manage a small team of engineers and provide coaching and development opportunities
  • Implement Continual Service Improvement within the support function
  • Drive the department to its maximum efficiency using all available tools
  • Support the NOC Manager in their responsibilities
  • Develop and maintain strong relationships with internal stakeholders
Requirements
  • Previous experience in managing/ supervising a small team
  • Strong performance management skills, including coaching
  • Experience in a technical environment, ideally in IT or Telecommunications
  • Call and ticket related data analysis and acting accordingly to ensure peak performance
  • Experience implementing Continual Service Improvement within a support function
  • Organised and able to prioritise tasks
  • Confident and excellent communication skills with a professional telephone manner
  • Ability to demonstrate a practical approach when faced with problems or challenges
  • Experience in dealing with major incidents, including root cause analysis/resolution, SWAT calls & customer liaison
  • Ideal qualifications include CCNA/CompTIA Network+ certification and ITIL Foundation Qualification or above
What We Offer

We offer a competitive salary of £37,000 - £40,000 per annum, plus a £5,000 shift allowance. You will also have the opportunity to work in a dynamic and growing company, with a strong focus on employee development and well-being.

Shift patterns are a 4-on-4-off rotation pattern, working 07:00 to 19:00 and rotation 19:00 to 07:00. ECS Resource Group Ltd is an Equal Opportunity Employer and welcomes applications from all qualified candidates.