Service Desk Team Lead

2 weeks ago

Wakefield, Wakefield, United Kingdom Nasstar Full time

About Nasstar

Nasstar is a leading provider of transformative technology solutions, specializing in managed services that deliver cloud optimization, application modernization, networking, and self-serve tools. Our consultative approach helps clients succeed in today's business landscape.

We're a talented team of technical specialists, marketing consultants, and strategic sales heads, working together to deliver greater flexibility and improved efficiencies to our clients.

Our Mission

We're committed to providing a 1st-class service to our customers, and we're looking for a skilled Service Desk Team Lead to join our team. As a key member of our Customer Operations team, you'll provide leadership and direction to your team members, ensuring they have the skills and knowledge to deliver exceptional service.

Key Responsibilities

  • Lead a high-performing technical team, focusing on continuous improvement and development.
  • Create a positive culture within your team, based on professionalism, pride, and excellent service delivery and customer service.
  • Support team members in prioritizing incidents and general workload.
  • Act as an escalation point and decision-maker for service-related issues, identifying bottlenecks and working with your manager to build and implement 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 a variety of locations.
  • Experience of ITSM systems and automating Service Desk processes.

What We Offer

We're committed to supporting our employees' personal and professional development. Our benefits package includes:

  • 25 days' holiday (excluding bank holidays).
  • Flexible working arrangements.
  • Virtual working options.
  • Top-of-the-range technology and software.
  • 4x annual salary life assurance.
  • Health cash plan.
  • Retail discounts and other perks from major brands.

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 diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programs available, the opportunities for growth are endless.

Equal Opportunities

We're committed to creating an environment where diversity is celebrated, and every employee feels a sense of belonging. We strive for equity and aim to be a leader in our industry and a model for organizations worldwide.

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