Service Desk Team Leader

2 weeks ago

Watford, United Kingdom Storm Technologies Full time

**Service Desk Team Leader**

Established in June 2000, Storm has grown from strength to strength as a focused IT value-added reseller. Our aim is to deliver exceptional service to our customers in corporate and public sector organisations.

As an IT solutions provider, storm delivers best-of-breed solutions, from hardware and software to networking, cloud and support services, we deliver a first-class service and enjoy multi-vendor partnerships, awards and accolades.

With a growing team across account management, pre-sales, solutions and technical expertise, we work hard every day to retain our impressive portfolio of private and public sector clients.

**What you’ll be doing**

As a Service Desk Team Leader, you will be leading a team of 9 engineers from apprentice through to 3rd line support as well as managing major incidents and escalations and supporting technicians with technical queries.
- Performing QC on technician tickets
- Reporting on Service Desk KPIs and performance as well as customer satisfaction
- Performing 1-2-1s with technicians
- Managing client Onboarding and Offboarding
- Scheduling holidays and out-of-hours work
- Implementing KPIs and ITIL processes
- Managing training plans and staff development
- Regular audits on client estates to ensure baselines and standards are being met
- Liaising with our pre-sales Managed Services team and customers for projects & prospects
- Managing handover and documentation of projects into the Service Desk
- Managing customer projects
- Ensuring all service desk processes are being followed - change management, ticket management, escalation

**The skills you’ll need**

We are looking for someone with a good technical knowledge around Windows Desktop & Server Operating systems and experience leading a team of engineers and technicians, if this was gained within an IT reseller organisation this would be a bonus.
- Intune
- Azure AD
- Office 365
- SharePoint Online
- Exchange Online
- Azure AD SSO/SAML
- Some technical knowledge around on-premise infrastructure, including Cisco networking, Meraki networking, VMWare ESXi/vSphere would also be an added bonus

**What we offer**
- £40 - £50K
- 20 days annual leave plus 10 personal days and an extra half day off on your birthday.
- Employee Wellness programmes including puppy therapy, yoga mornings and a weekly wellness bar
- Workplace Pension
- Day off each year to work with a charity of your choice
- Subsidised on-site Kitchen with an incredible chef offering breakfast and lunch every day

Storm Technologies is an Equal Opportunities Employer, and we are committed to being a welcoming, successful, and compassionate workplace for all employees. The workforce at Storm is diverse and the environment inclusive.

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