Service Desk Team Leader

**Service Desk Team Leader**
**Nottingham, Nottinghamshire**
**Permanent, full time.**

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.

We’re now looking for a Service Desk Team Leader to join us, adding to our pool of knowledge and delivering great results for our clients.

**The Benefits**
- Attractive remuneration packages (we prefer to talk face-to-face about your needs)
- Benefits such as health insurance, tiered pension, childcare vouchers and mileage allowance
- Perks including quarterly and annual staff awards, funded social events, referral bonuses, green travel scheme, discounted broadband, subsidised gym membership and complimentary sports tickets
- Excellent learning and development opportunities
- A focus on health, wellbeing, inclusivity and diversity
- Hybrid and flexible working forming the keystones of our future working

We are a team that radiates strength, constantly evolving, ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in.

So, if you have in-depth knowledge of support process, tools and techniques, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector.

**The Role**

As the Service Desk Team Leader, you’ll be taking charge of a service desk team, ensuring the deliver great IT support to their end users.

In this a hands-on team lead role, you’ll be proactive in the support and encouragement you provide, making sure that morale is high and the workplace is enjoyable and friendly for the whole team.

You’ll ensure that everyone is an effective team member and KPIs, SLAs and customer satisfaction targets and consistently achieved.
**Additionally, your role will involve**:

- Performance management Technical Engineers
- Building client relationships
- Managing escalations
- Developing training plans that incorporate client requirements and the product roadmap
- Regularly quality checking tickets and calls
- Identifying risks within the team and taking steps to mitigate them

As part of your role, you will be required to take part in an out of hours management escalation process when required.
**About You**

To join us as the Service Desk Team Leader, you will need:

- An understanding of support tools, techniques, and how technology is used to provide services
- An SDI Certification in Service Desk Analysis (SDA) would also be advantageous, as would an ITIL certification. Experience of ConnectWise would also be desirable.
- Other organisations may call this role IT Support Team Leader, Helpdesk Team Leader, Service Desk Support Team Leader, Technical Support Team Leader, or Senior Service Desk Technician.

Air IT are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.

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