Service Desk Team Leader

Robert Walters
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

A renowned and prominent national organisation with a significant Central Manchester base has a new opportunity for a Service Desk Team Leader to join them permanently. The role will manage and support the Service Desk team in providing an excellent and consistent level of IT technical support to all business stakeholders.

This will be a hands on Service Desk Team Leader role to help build and maintain a pro-active, process driven service desk to meet and exceed the needs of the business. You will be responsible for managing the priorities and workloads of the team, to constantly monitor the service desk system to ensure SLA are met with a view to creating more challenging SLA's in the future. You will be expected to perform as one of the team dealing with issues, as well as being a technical resource and escalation point within the team.

Key Areas of Focus

  • Managing performance of the Service Desk team and individuals within the team
  • Prioritising workloads and ensuring all calls are being dealt with in a timely manner
  • Create process, policies and procedure in an effort to streamline support
  • Managing the team rota's and KPI's
  • To manage the service desk software and ensure all calls are being dealt with appropriately, in line with defined service levels and policies
  • Acting as the first point of escalation in any technical issue or complaint
  • Managing the service desks ensuring all calls are dealt with appropriately
  • To maintain high levels of customer service and professionalism at all times
  • Liaise with the infrastructure team and/or 3rd parties to aid in support of server and network issues
  • Ensuring appropriate stock and stock procedures are in place to support our customers
  • Ensuring service desk is manned at all times during hours of operation
  • Monitoring asset management system to ensure it is kept up to date
  • To aid in providing automation, self-help guides, and pro-active service approaches
  • Report of frequent re-occurring requests/problems with a view to a task/process to reduce these

Key Competencies

  • Excellent organisation and time management skills
  • A strong customer service/support background
  • Experience of Leading a team and managing workloads
  • Meticulous attention to detail
  • An excellent understanding of PC hardware, network and software products
  • Ability to problem solve effectively based on knowledge and experience
  • Innovative approach to achieving a goal/continuous improvement
  • Experience supporting in a Wintel environment
  • An open approach to knowledge sharing

Key Measures of Success

  • Team performance against the defined Service Level Agreement
  • Performance against team and personal Key Performance Indicators
  • Performance against defined benchmarks for number/types of calls seen through to resolution
  • Customer satisfaction

Personal Profile

  • Someone with a can-do attitude in responding to requests and problems
  • An attitude of personal responsibility for your own and the team's actions
  • Someone with an inquisitive nature who often asks questions of Why? And How?
  • Self- motivated, and resilient with the ability to work calmly under pressure
  • A team player, with a positive outlook with willingness to get involved in problems/projects
  • Flexible attitude toward working hours, and a willingness to support colleagues

Previous Experience:


  • Microsoft Windows 7-10
  • Active Directory
  • Citrix
  • Networking (understanding of TCP/IP, bandwidth, mobile networking)
  • Understanding of Server Virtualisation
  • Operating System & Application deployment
  • Basic server technologies such as DNS, DHCP, IIS
  • Setting and monitoring targets
  • Providing remote support


  • ITIL Foundation/Knowledge
  • Understanding of desktop/application virtualisation

If you are a Service Desk Team Leader looking for an exciting new role with a major national business in Central Manchester I encourage you to submit your CV. Salary will be up to £37,000 with an exceptional array of benefits.

For further details contact Jonathan Basnett via: -