Service Desk Technical Team Manager

6 days ago


Crawley, West Sussex, United Kingdom Uptime Solutions Ltd Full time
Job Title: Technical Team Lead - Service Desk

At Uptime Solutions Ltd, we are seeking a highly skilled and experienced Technical Team Lead to join our Service Desk team. As a Technical Team Lead, you will be responsible for leading a team of technical professionals in delivering exceptional customer service and ensuring the highest levels of customer satisfaction.

Key Responsibilities:
  • Team Leadership: Lead a team of technical professionals in delivering exceptional customer service and ensuring the highest levels of customer satisfaction.
  • Technical Expertise: Provide technical guidance and support to the team, ensuring that all customer communication is done in a customer-centric manner.
  • Process Improvement: Work with the Service Delivery Manager to improve processes and SOPs to enhance customer experience.
  • Mentorship: Provide mentoring to junior team members to ensure they are working efficiently and with accuracy.
  • Customer Communication: Ensure that all customer communication is done in a customer-centric manner.
Requirements:
  • Leadership Experience: Experience in leading or mentoring small teams in a service desk environment.
  • Technical Skills: Strong technical skills, ideally gained within a busy Service Desk environment.
  • Problem-Solving: Ability to identify and prioritize the best and most efficient path to ticket resolution.
  • Training and Development: Capacity to train and guide junior team members.
Tech Stack:
  • Windows 10 / Office 365 / Microsoft Office: Troubleshooting a range of technical issues experienced by our clients.
  • Windows Server 2016, 2019: Administration of Windows Server.
  • Network Troubleshooting: Troubleshooting network issues.
  • PSA Platform: Using our PSA platform (Autotask) to log and respond to support tickets.
Why Uptime Solutions Ltd?

We strive to improve and develop every member of our team – to that end, training and development are encouraged. You will get to work in a fast-growing company that is truly global in nature – from humble beginnings, Uptime Solutions Ltd now has teams based across 5 continents.


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