Service Desk Team Leader

2 weeks ago

Warrington, United Kingdom CTS Full time

At CTS we deliver IT services dedicated to the legal sector covering IT strategy, technology platforms, cyber protection and managed services. Our reputation is built from our passionate commitment to delivering service excellence with integrity. We invest in our team and in creating an inclusive culture that rewards ambition and encourages freedom to think.

**Right now we are recruiting for a Service Desk Team Leader to join our Service Operations team in Daresbury**

**The Role**

As a Service Desk Team Leader you will provide robust service delivery to our clients, you will oversee the day-to-day running of our 2nd line service desk Engineers, monitoring and reporting KPI data to ensure service levels are being delivered.

**Your **main responsibilities will include**:

- Maximise resources through effective prioritisation and time management for you and your team.
- Creating accurate and robust MI to lead and progress the team's performance
- Collaborate with all of IT and wider business to build strong working relationships.
- Conduct regular reviews of team members, encouraging personal development plans and performance.
- Play an active role in incident resolution and escalations, co-ordinating response groups, ensuring tickets are raised, managing communications to the business
- Promote a culture of innovation, and encourage idea sharing and testing.
- Create, manage and maintain knowledgebase articles ensuring the reliability of technical information available to the team
- Carry out call listening and quality audits with the relevant coaching and feedback to drive service excellence across the team
- Take ownership and be accountable to ensure our Client Service Promises are consistently achieved

**We are looking for someone that can demonstrate the below essential criteria**:

- Proven record in people management ideally within an MSP environment
- Excellent relationship management, and stakeholder management skills
- Excellent written and verbal communication skills
- Works well under pressure and to deadlines
- Logical analysis and troubleshooting skills

**Tech-wise you will need vast experience in**:

- ITIL Foundation
- Microsoft Office 365 Exchange Online, OneDrive, SharePoint Online
- Windows 8.1 and later
- Microsoft Exchange 2013 and later
- Citrix XenDesktop 7.15 and later (administration, user support)

**What we can offer you.**
- Annual salary: Up to £45,000 PA, depending on experience
- Hybrid working
- 37.5 hours per week, Monday-Friday
- 25 days holiday + Bank Holidays + your birthday off + buy/sell 5 days
- Enrolment in our Company Pension Scheme
- Life Assurance
- Wellbeing programme including an Employee Assistance Programme
- Instant access to our Benefit Hub

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