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Service Desk Team Lead

4 months ago

London, UK, United Kingdom Impellam Group Full time

IT Support Team Lead / Technical Engineer Team Leader.



  • Pay up to £55,000 (depending on experience)
  • Hybrid working
  • Based in the City of London
  • Managed Service Provider background (preferred)



Our client, an awarding with IT MSP based in the heart of the city of London. They are responsible for supporting some of London's top financial clients. They are looking for an experience IT Support Team Lead to come and join their team and eventually take responsibility for a team of excellent engineers.



Whilst reporting into the Head of Support you will be responsible for overseeing the life-cycle management of service incidents, requests, and changes. Acting as a technical escalation point and ensuring the delivery of high-quality IT services to internal and external partners.



Role and Responsibilities:


  • Lead and mentor a team of Technical Engineers, fostering a positive and collaborative work environment.
  • Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
  • Identify opportunities for process optimisation and efficiency gains within the Service Desk.
  • Work with head of Support Services to build and implement process across the business to drive improvements and continual service improvement initiatives.
  • Monitor service quality standards, ensuring that service level agreements (SLAs) are consistently met or exceeded. Review and maintain of going Staff KPI’s and goals
  • Implement strategies to enhance customer satisfaction and ensure timely and effective communication with clients.
  • Oversee the resolution of incidents and problems, ensuring timely and effective responses. Analyse incident and problem trends to implement preventative measures.
  • Ensure comprehensive documentation of processes, procedures, and solutions.
  • Work with our Infrastructure Management Team to continue to build A1’s Knowledgebase systems and foster a culture within the team of documenting and quality note and resolution recoding.
  • Act as an internal escalation for your support engineers, taking ownership of key issues and handling VIP communications and issues from our Relationship management team.



Key Skills and Experience:


  • Experience in a similar Team Leader role, managing Helpdesk/Service Desk engineers.
  • Previous experience as a hands-on technical engineer / 2nd line Engineer
  • Microsoft certifications (nice to have)
  • Experience with ITILv3/v4



Don’t miss out on this amazing opportunity – apply now with your most up to date CV