Service Desk Team Lead

4 weeks ago

StocktononTees, United Kingdom Visualsoft Full time

We are excited to announce an internal opportunity for the position of Service Desk Team Lead, and we invite you, our talented team members, to apply for this role.

The role of the Service Desk is a key role within the Service Delivery team. Service Desk is the front-line of Visualsoft Support, providing excellent customer service to clients and acting as the ‘front of house’ for tickets and queries entering the support ecosystem.

The Service Desk is made up of both L1 and L2 members, and its primary role is to protect the Engineering teams by resolving as many support requests as possible without involving the L3 workflow. The Service Desk is responsible for categorising, prioritising, and streamlining tickets as they enter the Visualsoft Support system. Additionally, offering advice and guidance to clients for support-related queries and serves as the first point of contact for clients in need of technical assistance.

The Service Desk is also responsible for initial management of incoming calls, logging requests as appropriate, managing expectations and delivering ‘quick fix’ solutions as per an established Support runbook. 

The Service Desk Team Leader motivates the team, ensures KPIs are met, supports personal development, and oversees quality assurance. They lead by example, championing documentation efforts, and act as a deputy in the Service Desk Manager's absence, fulfilling any additional reasonable duties.

Requirements

What we'd love to see:

Essential

  • Extensive and proven recent experience in a customer service based role.
  • Strong ability in using computer systems such as Google, Windows or Mac suites.
  • Ability to articulate technical language to all levels across the business, both to clients and staff
  • Experience of debugging issues
  • Excellent leadership and people management skills
  • Strong communication skills both written and verbal.
  • Strong workload management and prioritisation skills.
  • Experience in utilising HTML/CSS
  • Technically minded
  • Supportive and ability to mentor others
  • Great attention to detail
  • Practical and logical and able to solve problems quickly

Desirable

  • Experience working within a technical and/or service delivery business
  • Experience on the VS platform or other technical support/website platforms
  • Experience of providing support to clients and staff at all levels in fast-paced, complex organisations
  • Able to read/write PHP
  • Able to read/write JS

Benefits

So if you think you’ve got what it takes to meet the challenges of this face paced and exciting role, we’d love to hear from you.

A little formality… by applying you implicitly consent to us processing your data for review for this vacancy.

___

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.

  • Service Desk Team Lead

    4 weeks ago

    Stockton-on-Tees, United Kingdom Visualsoft Ltd Full time

    We are excited to announce an internal opportunity for the position of Service Desk Team Lead, and we invite you, our talented team members, to apply for this role.The role of the Service Desk is a key role within the Service Delivery team. Service Desk is the front-line of Visualsoft Support, providing excellent customer service to clients and acting as the...

  • Service Desk Team Lead

    2 weeks ago

    Stoke-on-Trent, United Kingdom Heat Recruitment Full time

    Service Desk Team Lead / Service Desk Manager / ITIL / ITSD / StokeSalary up to £35,000Stoke - HybridThe Client: A leader in the insurance broking industry is looking to add a Service Desk Team Lead to their team. Through working with the top insurance brokers in the UK, this client is a powerhouse in the broker market. Their goal is to be the leading...

  • IT Service Desk Team Lead

    3 months ago

    Burton-On-Trent, United Kingdom SOCOTEC UK Limited Full time

    **IT Service Desk Team Lead, **SOCOTEC**, Burton Upon Trent** To support our ambitious growth plans, we have a great opportunity to join our Central Services teams here at Socotec. With over 1800 UK employees our Central Services functions are key to ensuring smooth and efficient operations. Based in Bretby, working across the specialisms in HR, Marketing,...

  • Service Desk Specialist

    3 months ago

    Stockton-on-Tees, United Kingdom Mammoet Full time

    SUMMARY OF THE ROLE: - **Service Desk Specialist**: - ** Competitive salary, depending on experience along with fantastic company benefits**: - ** Working at the Mammoet office in Thornaby, Teesside with regular UK travel required** Our ICT teams play a critical role in the smooth running of our business. With complex, challenging projects being tackled...

  • Service Desk Team Lead

    2 weeks ago

    Stoke-on-Trent, United Kingdom BCT Resourcing Full time

    Service Desk Team Lead Stoke-on-Trent £35,000 per annum The company client partnered with a leading insurance firm that are revolutionising their service and operations with cutting-edge solutions and top-tier service. We're looking for a Service Desk Team Lead to be at the forefront of their IT support operations, who is passionate about driving...

  • Service Desk Technician

    2 weeks ago

    Stockton-on-Tees, United Kingdom CUBIC (U.K.) LIMITED Full time

    Job DescriptionAs part of the One Support team, reporting to a Service Desk Team Leader you will be working as part of a dynamic, fast paced and rapidly expanding team based in our Stockton On Tees office, you will be responsible for handling calls and monitoring alerts from all over the world to ensure continual, excellent customer service is on-going...

  • Service Desk Team Lead

    3 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Atlanta Group Full time

    About Atlanta Group Atlanta Group is a leading insurance brokerage firm with a long-standing reputation for excellence in the industry. Our dedicated team is at the heart of our success, driving growth and delivering exceptional service to our valued clients. About the Role As the Service Desk Team Lead, you will play a crucial role in leading and...

  • Regional Service Desk Technican

    4 months ago

    Stockton-on-Tees, United Kingdom Venator Full time

    Job Description: Venator is currently recruiting for a Regional Service Desk Technician to join its IT team. The job holder will participate and support in the day-to-day operations of the IT Services for the company’s facilities located in Wynyard, Greatham and Birtley. The job holder will also act as the main contact between the sites and the wider IT...

  • Technical Lead

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom BCT Resourcing Full time

    About the RoleWe are seeking a highly skilled and experienced Service Desk Team Lead to join our team at BCT Resourcing. As a key member of our IT operations team, you will be responsible for leading a dynamic team of service desk analysts and ensuring seamless IT support to our clients.Key ResponsibilitiesTeam Leadership: Manage and mentor a high-performing...

  • Service Desk Team Lead

    3 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom BCT Resourcing Full time

    Job Summary: We are seeking a highly skilled Service Desk Team Lead to join our team at BCT Resourcing. As a key member of our IT operations team, you will be responsible for leading a dynamic team of service desk analysts, ensuring seamless IT support that keeps our business running smoothly. Key Responsibilities: Team Leadership: Manage and mentor a...

  • Service Desk Team Lead

    3 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom BCT Resourcing Full time

    Job Summary: We are seeking a highly skilled Service Desk Team Lead to join our team at BCT Resourcing. As a key member of our IT operations team, you will be responsible for leading a dynamic team of service desk analysts, ensuring seamless IT support that keeps our business running smoothly. Key Responsibilities: Team Leadership: Manage and mentor a...

  • Front Desk Coordinator

    7 days ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom playced Full time

    We are seeking a highly skilled and organized Front Desk Coordinator to join our team at a leading Financial Services company. This role is perfect for someone with experience in face-to-face customer service and administration.As the Front Desk Coordinator, you will be responsible for:Welcoming visitors to the office and ensuring a positive first...

  • Service Desk Team Leader

    3 months ago

    Stoke-on-Trent, United Kingdom Fifteen Group Limited Full time

    **Service Desk Team Leader** **Reports to**:Service Delivery Manager **Role Overview** As the Service Desk Team Leader, you will lead and manage a team of IT technicians and engineers responsible for providing technical support and services to our predominantly QSR based clients. You will be responsible for ensuring that the team delivers high-quality...

  • Service Desk Manager

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time

    Job Summary:SecureCloud+ is seeking a highly experienced Service Desk Manager to lead our service desk team and drive customer satisfaction. As a key member of our IT operations team, you will be responsible for reorganizing and enhancing our service desk operations, implementing best practices, and driving customer satisfaction.Key Responsibilities:Lead and...

  • Service Desk Manager

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time

    Job Summary:SecureCloud+ is seeking a highly experienced Service Desk Manager to lead our service desk team and drive customer satisfaction. As a key member of our IT operations team, you will be responsible for reorganizing and enhancing our service desk operations, implementing best practices, and driving customer satisfaction.Key Responsibilities:Lead and...

  • Service Desk Performance and Governance Lead

    3 months ago

    Southend-on-Sea, United Kingdom Mid and South Essex NHS Foundation Trust Full time

    The role will be responsible for managing and ensuring the quality and integrity of input data and transactional changes complete by the service desk team. Reporting to the Service Desk Manager, the post holder will provide leadership to Reporting and Governance Analyst, deputising for the team manager, assisting with, and developing the skills of the team,...

  • Service Desk Team Leader

    4 months ago

    Stoke-on-Trent, United Kingdom Ardonagh Advisory Full time

    About the role Working on a busy and fast paced Service Desk, as Service Desk Team Leader, you will: Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members. Evaluate and assess service delivery performance metrics and carry out...

  • Technical Team Lead

    3 months ago

    Stockton-on-Tees, United Kingdom razorblue Careers Full time

    **razorblue role**: We are looking for a **Technical Team Lead** to join our growing team of like-minded people. You will champion a client-centric mindset within your team and be dedicated to driving continuous service improvement. Providing an environment that empowers your team to excel in providing exceptional customer experiences will be a key focus...

  • Service Desk Manager

    3 weeks ago

    Clacton-on-Sea, United Kingdom In Technology Group Full time

    Service Desk Manager Clacton-On-Sea (fully onsite) £(phone number removed) per annum (DOE) I have partnered with a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis. You will be responsible for overseeing the daily operations of the service desk team, ensuring...

  • Service Desk Manager

    1 week ago

    Clacton-on-Sea, United Kingdom In Technology Group Full time

    Service Desk ManagerClacton-On-Sea (fully onsite)£(phone number removed) per annum (DOE)I have partnered with a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis.You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and...