IT Service Desk Team Leader

A Senior Infrastructure Engineer working for an MSP looking for a move into a leadership role?
- A Service Desk Team Leader or Manager looking for a place where you can build a new team, career or future.
- A more experienced IT Operations or SDM working for an MSP but still an engineer at heart, still hands-on.

This MSP is run by some very smart people. They’ve got a proven formula for success and have positioned themselves as the go-to managed service provider for customers that value exceptional levels of service. And before you ask..no it’s not, this company is not one of the usual suspects, and you’ve probably not heard of them yet, but you soon will.they’re winning awards and absolutely smashing it

Their meticulous approach is what makes them so impressive. Never deviating from the plan, their refreshing customer value proposition places customer experience at the heart of everything they do and it's what is giving them a competitive advantage

Of course, they’re delivering technically innovative solutions (M365 / Azure) and really promoting information and cyber security, but it’s their values and culture that really make this opportunity interesting.

**Let’s talk about the nuts and bolts of the role for a minute**

With industry-leading software and tools, both you and your team members will work with maximum efficiency. With support from the SLT, you will develop your technical & management skills in a supportive environment whilst being offered full training on new technologies.

You will be responsible for the overall performance of the Helpdesk and the On-site IT Support & implementation function within the business. Managing a team of 6 IT technicians at different levels of skills and experience, you will also be responsible for their performance and development and the growth and hiring of new starters.

With ambitious growth plans, this role will develop significantly over the months and years, as such it’s expected that you will move into a Service Delivery / Operations Director role at some point in the future.

**Typical Duties**
- Monitoring and managing the Service Desk module within Halo PSA system to ensure all tickets are handled within our SLAs.
- Ensure the document management system is updated with accurate information.
- Act as an escalation point for the technical team when 1st & 2nd line teams are struggling to resolve an issue.
- Coordinate and arrange for on-site installation or project work to be completed by the relevant engineers or teams.
- Seek out ways to improve our client’s IT solutions and find ways to automate repetitive tasks to ensure we’re as efficient as possible.
- Having regular 1-1 catch-up discussions with members of the technical team.
- Dealing with appraisals and other personal development or disciplinary procedures.
- Maintaining good team morale and ensuring that everyone in the team feels listened to.

**We’re looking for someone with this sort of experience**
- At least 3 years of experience within a managed service provider
- Time served within a helpdesk/service delivery environment.
- Experience in a leadership position, ideally gained in a support environment
- Ability to take on the challenge of escalated support tickets with confidence to provide efficient resolutions to problems.
- Experience with scoping and implementing IT solutions.
- Good attention to detail whilst keeping job information and documentation updated.
- Good knowledge of Cyber Security risks and mitigation techniques.
- Competent and experienced with various types of IT hardware and software including Servers, Computers, Laptops, and Networking equipment.
- Familiar with a job/ticket management system and the ability to accurately log down information and record time spent.
- Comfortable dealing with Microsoft Windows Desktop & Server operating systems and the ability to diagnose and resolve issues with these.
- Able to work within a team with a positive attitude.
- Can demonstrate key traits such as honesty and accountability.

If you feel this role could be of interest please drop me a message and let's get on a call As highlighted we can consider newbies into leadership, or more season IT / Service Delivery and Ops Managers

This is certainly a place with a long career pathway, which makes this position very unique and exciting

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Flexitime
- Free parking
- On-site parking
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Performance bonus
- Tips

Ability to commute/relocate:

- Belper, DE56 1SW: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Service Desk Team Leading: 1 year (preferred)

Work Location: In person