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Service Desk Team Leader

3 weeks ago

Salford, United Kingdom LIMA Networks LTD Full time

From infrastructure and cloud solutions to cyber security, managed services and beyond, LIMA’s partnership-based working style enables businesses to achieve their most ambitious goals and deliver long-term value. In over 25 years, it’s made us a trusted provider to UK organisations across the public and private sectors.

We are recruiting for a **Service Desk Team Leader** responsible for leading and managing our service desk team to ensure the timely resolution of technical issues and exceptional customer support. You will play a key role in maintaining high levels of customer satisfaction and operational efficiency.

This is a fantastic opportunity where you can make your mark and help to strengthen LIMA’s growth in the market. You will have the autonomy and trust to make decisions and drive forward LIMA’s service capability and ability to grow with our customers.

**Day to day you will**:

- Provide direct line management to 1st & 2nd Line Engineers within the Managed Services Department.
- Create and support team development opportunities across the technical support area, ensuring the ability to grow and scale the function in line with LIMA’s growth plans.
- Support the Technical Services Lead in driving the performance of 3rd party suppliers ensuring that services provided fall in line with LIMA SLAs, including technical elements of contractual obligations
- Support the Service Delivery Lead in ensuring that operational KPIs and statistics are within the agreed targets and initiatives are identified to drive continual service improvement
- Support the Technical Services Lead in acting as a key stakeholder with Project Managers to ensure that service onboarding and transition management are completed efficiently and effectively, to ensure that service operations have all the required elements to take on and support the IT requirements of customers.
- Demonstrated leadership abilities, with a track record of motivating and developing high-performing teams
- Strong organisational and time management skills with the ability to multi-task, plan and prioritise workload
- Excellent communication skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels
- Attention to detail when it comes to monitoring, reviewing, and documenting with internal and external stakeholders
- Knowledge of ITIL best practices and experience with service desk management tools preferred

**Benefits**:
Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

- Time to relax with 25 days holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year
- An additional paid day to celebrate your birthday with family and friends
- From day one you’ll have access to Medicash our healthcare cash back plan and after two continuous years of service have the option to join our private medical scheme
- Access to ongoing training and development opportunities to help you grow in your career
- Enhanced maternity, paternity and adoption pay after two continuous years of service
- Confidential counselling and support services to help you navigate life's challenges
- Salary sacrifice schemes to support you to save for retirement or purchasing an electric car or bike
- Engage with your colleagues through team-building activities and events.
- Get prime view seats for the price of a standard ticket at the AO Arena, with full VIP treatment, guaranteed seats and access to a private bar