Service Desk Leadership Role
3 weeks ago
In Technology Group Limited, a leading provider of innovative technology solutions, is seeking an experienced Service Desk Team Lead to join our team in Telford, UK. As a seasoned IT professional, you will be responsible for leading our service desk team, ensuring seamless day-to-day operations, and high client satisfaction.
Responsibilities:
This role involves managing a team of helpdesk technicians, setting and maintaining Service Level Agreements (SLAs), and serving as the escalation point for complex technical issues. You will provide expert guidance and support, analyze performance metrics to optimize team performance, and identify areas for improvement. Additionally, you will drive process enhancement and implement best practices to boost efficiency and service quality.
Qualifications:
To be successful in this role, you must have 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 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.
Compensation:
A competitive salary up to £45,000 per annum.
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