Service Desk Team Lead

6 days ago

Wakefield, Wakefield, United Kingdom Nasstar Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Team Lead to join our Technical Operations team at Nasstar. As a key member of our team, you will be responsible for leading and directing a team of technical specialists to provide exceptional service to our customers.

Key Responsibilities:

  • Lead and direct a team of technical specialists to provide 1st class service to our customers.
  • Work closely with the Customer Operations Manager to provide direct feedback on team performance and identify areas for operational improvement.
  • Ensure effective onboarding and development of team members to enable them to succeed.
  • Assist with Jeopardy management through escalation and ticket reviews, ensuring timely resolution of customer issues.
  • Review ticket trends to identify problems and implement changes to reduce re-occurrence of common issues.

Deliverables:

  • Build a high-performing technical team that is always looking to improve and develop.
  • Create a positive culture in the team based on professionalism, pride, and excellent service delivery and customer service.
  • Support team members in prioritizing incidents and workload.
  • Act as an escalation point and decision-maker for service-related issues, identifying bottlenecks and implementing service improvement plans.

Requirements:

  • Solid background in Service Desk support.
  • 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 various locations.
  • Experience of ITSM systems and automating Service Desk processes.

What We Offer:

  • Competitive salary and benefits package.
  • Flexible working arrangements, including virtual working.
  • Top-of-the-line technology and equipment.
  • Opportunities for career growth and development.

About Nasstar:

Nasstar is a forward-thinking organization that specializes in transformative technology. We deliver a range of managed services, including cloud optimization, application modernization, and networking. Our team is passionate about helping our clients succeed in today's business landscape.

Why Choose Nasstar:

We recognize the importance of creating a work environment that supports personal development and enables individuals to reach their full potential. With a diverse range of roles across the company, an excellent Apprenticeship scheme, and several training and development programs available, the opportunities for growth are endless.

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