IT Team Lead

2 weeks ago

London Area, United Kingdom Fitzrovia IT Limited Full time
Job Title: IT Team Lead

We are seeking an experienced IT Team Lead to join our team at Fitzrovia IT Limited. As a key member of our Help Desk operations, you will be responsible for leading the Escalations team of Service Desk engineers and ensuring that they provide a first-class service to clients.

About the Role:
As the IT Team Lead, you will be responsible for leading and motivating the day-to-day management of the Escalations Team of engineers. You will also ensure that the team provides a first-class, predominantly SLA-driven service to clients when dealing with and resolving a variety of managed service tickets.

Key Responsibilities:
  • Leading the Team: As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of the Escalations Team of engineers.
  • Providing First Class Service: You will ensure that the team provides a first-class, predominantly SLA-driven service to clients when dealing with and resolving a variety of managed service tickets.
  • Handling Customer Queries: This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the role requires.
  • Encouraging Team Input: You will encourage effective team working by seeking input from team members and will support team members (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational and system improvements
  • Coordinating Daily Activities: You will coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
  • Motivating and Developing the Team: You will be responsible for motivating, training, and developing the team to deliver a first-class service.
  • Liaising with Clients: You will liaise with clients to ensure SLA's are met as required on service tickets.
  • Setting Objectives: You will set clear objectives, evaluate progress against objectives, and instill a performance-oriented culture.
  • Conducting Appraisals: You will conduct monthly one-to-one meetings with individual team members.
  • Recognising Opportunities for Improvement: You will recognise opportunities for improvements to procedures by proactively offering ideas and solutions.

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