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Service Desk Team Lead
2 months ago
The Technical Operations Team Lead is responsible for providing leadership and direction to their team members, ensuring a high level of service delivery to our customers. This is a hands-on role, requiring the ability to lead by example and ensure all expected deliverables are achieved.
The successful candidate will work closely with the aligned Technical Operations Manager to provide direct feedback on team member performance, highlighting areas for operational improvement and identifying gaps in process that need to be filled.
Key responsibilities include:
- Ensuring team members are on-boarded and developed in an effective and controlled manner, enabling them to succeed in their roles.
- Assisting with Jeopardy management through the management of escalations and ticket reviews, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed.
- Reviewing ticket trends to identify problems and raising relevant problem tasks to reduce re-occurrence of common issues.
- Planning and implementing changes to a high standard, reducing risk and impact for our customers.
The ideal candidate will have a solid background in Service Desk support, experience working in a busy IT Service Desk environment, and a proven track record of delivering high-quality service to customers.
We are looking for someone who is passionate about delivering exceptional service, has excellent communication skills, and is able to work effectively in a fast-paced environment.
As a Technical Operations Team Lead at Nasstar, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our business.
ResponsibilitiesThe Technical Operations Team Lead will be responsible for:
- Delivering high-quality service to customers, ensuring their needs are met and exceeded.
- Leading and developing a high-performing technical team, focused on delivering exceptional service and results.
- Creating a positive culture within the team, based on professionalism, pride, and excellent service delivery.
- Supporting team members in their prioritization of incidents and general workload.
- Acting as an escalation point and decision maker for service-related issues, identifying bottlenecks and working with the manager to build and implement service improvement plans.
To be successful in this role, you will need:
- A solid background in Service Desk support.
- Experience working in a busy IT Service Desk environment.
- 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.
At Nasstar, we offer a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organization.
Our benefits package includes:
- 25 days' holiday (excluding bank holidays).
- Flexible working – we practice what we preach and empower our people to work remotely.
- Top tech – leading services and solutions aren't just for our clients; we supply best-of-breed software and hardware for all our staff too.
- 4x annual salary life assurance.
- Health cash plan.
- Retail discounts and other perks from major brands.
Nasstar is a leading provider of transformative technology solutions, specializing in cloud optimization, application modernization, networking, and self-serve tools.
We are committed to delivering exceptional service to our customers, and we are looking for talented individuals to join our team and help us achieve our goals.
