Service Desk Team Lead

2 weeks ago

London, Greater London, United Kingdom TeamLogic IT, SE Grand Rapids, MI Full time

This role will be ideal for an experienced people-orientated professional, who has led technical service desk engineers to deliver an outstanding customer experience. Reporting to the Head of Managed Services, you will lead the London-based team and work with service desk leaders in Kuala Lumpur to ensure smooth global 24/7 service desk operations. To succeed, you need to have previous experience of building cohesive teams, inspiring, motivating, and developing engineers at different levels, and improving service desk metrics that drive results. The salary for this role is set between £50,000- £55,000 per annum, plus excellent benefits and flexible working opportunities. You will need to be on-site 3 days a week at the Holborn offices.

Key Responsibilities:
  1. Team Leadership
    1. Lead and motivate the team to deliver best-in-class service, aligned with ITIL best practice.
    2. Coach, mentor, and manage team development, performance, and wellbeing.
    3. Drive a customer-obsessed culture and foster client relationships.
    4. Promote a culture of continuous learning and innovation.
    5. Assess team capabilities and identify areas of improvement.
    6. Work with other teams to ensure cross-functional collaboration.
    7. Promote the service desk as a core business asset to senior management.
  2. Operations and Service Delivery
    1. Assess and evolve service desk KPIs and ticket management.
    2. Allocate tickets effectively among the teams.
    3. Escalate client queries and resolve them efficiently.
    4. Review and improve existing service desk operational practices and processes.
    5. Identify and address client growth opportunities with the sales team.
    6. Report on client health and service desk performance.
    7. Perfect the customer journey and enable continuous improvement of customer service.
    8. Inform and advise senior management on service desk issues and concerns and provide data-driven suggestions for improvement.
Required Skills:
  1. A Bachelor's degree or equivalent of hands-on experience.
  2. Previous solid experience of managing service desk operations, preferably in an MSP environment.
  3. Excellent knowledge of IT service management principles and practices, such as ITIL.
  4. Experience of successful management and development of teams within a customer services business.
  5. Strong communication skills, both verbal and written.
  6. Credible and an inspiring leader.
  7. Positive with the ability to motivate people.
  8. Team orientated - understands the success is built through people.
  9. A customer-centric and service-oriented mindset.
  10. A natural problem solver.

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