Helpdesk Team Leader

2 weeks ago

Saffron Walden, United Kingdom Trinity Managed Services Full time

Trinity is an exciting and fast growing IT managed services business specialising in end-to-end IT and Infrastructure solutions.

Due to growth we are seeking a Service Desk Team Leader to our team on a full-time basis, overseeing the team of Engineers whilst being an escalation point for 3rd Line queries and technical faults along with a good knowledge of Microsoft Intune.

**Key Responsibilities**:

- Act as a point of escalation and guidance for technical, operational and process queries
- Providing performance feedback to the team and individuals
- Provide coaching to members of the team
- Lead the team and its response levels based on ticket priority, SLAs and other operational factors
- Coordinate the team to ensure the right Engineers are managing the right tickets
- Work on escalated service desk tickets from team members
- Manage the rota for Engineers
- Set, plan and monitor team objectives
- Identify training needs within the team
- Provide feedback and have one to ones with the team

**Key Experience**:

- A minimum of 5 years’ technical experience, working up to 3rd Line level
- Previous experience managing a team of Engineers
- Able to lead a team whilst also proactively work on technical tickets
- Experienced in coaching a team, providing constructive feedback where necessary
- Able to work in a fast-paced environment, managing and prioritizing tasks for the team
- Experience with Microsoft Intune is desirable

If you are a highly motivated individual with a passion for cloud engineering and a desire to work in a dynamic team environment, we would love to hear from you.

**Salary**: £28,000.00-£38,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- IT support: 5 years (preferred)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Ability to Commute:

- Saffron Walden (required)

Work Location: Hybrid remote in Saffron Walden

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