Service Desk Team Lead

3 weeks ago

London Area, United Kingdom Lyon Tech Full time

LYON is a managed IT services provider to the creative sector based in London and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence.


An opportunity has arisen for a Service Desk Team Lead to join the team in our London office, providing unparalleled service excellence to our clients across the UK and internationally.


This role would require you to:

Oversee the Service Desk team, ensuring exceptional customer service, managing team performance, and fostering a high-quality service environment. This role combines leadership with hands-on technical skills, stepping in to support as needed during high-demand periods. Working closely with the Solutions Team Lead, you will ensure efficient workload distribution and a smooth escalation process across our support function.


Responsibilities:

Team Leadership and Development:


Train, lead, mentor, and motivate Tier 1 and 2 engineers to deliver exceptional customer service.

Track, record, and discuss individual and team performance during monthly 1:1 meetings and Quarterly Development Reviews (QDRs).

Manage the onboarding and offboarding processes for new and departing team members.

Maintain an up-to-date skills matrix, identifying and supporting the team’s training needs.

Schedule, organise, and manage overall team training, including certifications and budget management.


Resource and Performance Management:


Ensure all ticket and task assignments, reassignments and escalations happen promptly with effective communication at all times.

Monitor ticket quality, providing feedback for continuous improvement and stepping in where needed to guarantee a high level of service for our clients.

Oversee the Service Desk resource schedule to ensure adequate coverage during holidays, sick days, and training periods.

Collaborate closely with the Solutions Team Lead to streamline issue escalation and maintain balanced workloads across both the Service Desk and Solutions teams.


Technical and Operational Support:


Step in to provide hands-on technical support during peak times or in high-priority cases.

Ensure accurate and timely timesheet submissions by the team.

Support the out-of-hours rota to ensure coverage and manage escalations as required.

Oversee and facilitate the change management process within the Service Desk team, ensuring changes are documented, reviewed, and implemented smoothly to minimise service disruption.


Reporting and Continuous Improvement:


Generate regular status reports, using metrics and KPIs to drive actionable insights for service improvements.

Contribute to the creation, maintenance, and development of Service Desk policies and procedures.


Technical Skills:


Strong foundations in desktop and network support and associated technologies.

Experience with ITSM tools and frameworks, such as ITIL, for effective incident and service management.


The Package

Working hours will be 40 hours a week during standard business hours (Monday – Friday, between 9am – 6pm UK time)

Offices located in London (Near Bank/Monument)

Package dependent on experience

22 days’ annual leave not including Bank Holidays - increasing to 25 days over the first 3 years of service.

Monthly team events out of the office

Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

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