IT Service Desk Team Lead

4 days ago


Telford, Telford and Wrekin, United Kingdom In Technology Group Limited Full time
Job Title: IT Service Desk Team Lead

About the Company:
In Technology Group Limited, a leading provider of innovative technology solutions, is seeking an experienced Helpdesk Manager to lead our service desk team in Telford, UK.

About the Role:
The successful candidate will manage a team of helpdesk technicians, ensuring seamless day-to-day operations and high client satisfaction. This involves setting and maintaining Service Level Agreements (SLAs) to guarantee timely issue resolution and system uptime. As the escalation point for complex technical issues, you will provide expert guidance and support. Your responsibilities also include analyzing performance metrics to optimize team performance and identifying areas for improvement. Furthermore, you will drive process enhancement and implement best practices to boost efficiency and service quality.

Your Background:
To be successful in this role, you will need proven experience managing an IT helpdesk, preferably in a Managed Service Provider (MSP) environment. Natural leadership skills, with a talent for mentoring and motivating teams to excel, are essential. Exceptional communication abilities, with the capacity to translate technical jargon into clear, concise language for clients and team members alike, are also required. In-depth knowledge of ticketing systems, SLA management, and helpdesk workflows is necessary. A customer-centric mindset, committed to delivering swift and effective solutions, is crucial.

What We Offer:
A competitive salary up to £45,000 per annum.

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