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Service Desk Team Leader

3 weeks ago

North East England, United Kingdom NRG PLC Full time

Do you want to work for a company with a fantastic reputation?

Are you looking for an opportunity to develop your skills?

A well-established MSP in the North East are looking to recruit a Service Desk Team Leader.

You will be responsible for the smooth operation of their frontline IT support, ensuring customer service requests and incidents are managed and solutions implemented to deliver a first-class experience.

This is a great opportunity for someone looking to further develop their management skills and make a real difference.

**Key Responsibilities**:

- Controlling scheduling and workload through management of the team’s ticketing queue
- Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
- Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
- Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and wider company
- Carrying out recruitment activities as required

**Required Experience**:

- Previous experience as a team leader in a similar role
- IT support experience with a preference of MSP background
- Experienced in employee line management
- Experience with ticketing frameworks
- Solutions driven, confident and friendly approach when dealing with customers
- Ability to work well to deadlines and under pressure
- Full UK driver’s license

In addition to your salary, pension scheme and private healthcare, you can also make use of benefits such as the cycle to work scheme and free breakfasts every day.