Service Desk Team Leader

Recruiter
Ignite Digital Talent
Location
Bournemouth, UK
Salary
Competitive
Posted
17 Jun 2019
Closes
27 Jun 2019
Ref
1159634038
Contract Type
Permanent
Hours
Full Time
Service Desk Team Leader
Permanent - £33,000


Fancy working for a growing business with a great atmosphere and an impressive list of major clients?

Due to a number of new long-term contract wins, a large UK MSP is looking to take on a Service Desk Team Leader to further strengthen their growing squad of extremely talented IT professionals.

The successful candidate will oversee the day to day operations for a team of around 6 1st and 2nd Line technicians, ensuring SLAs and the highest professional standards are maintained to ensure client satisfaction.

Duties include:
- Coordinate and monitor daily team activity
- Liaise with management to ensure all activities are integrated
- Ensure team meets SLA requirements
- Build and maintain a strong professional relationship with external client/s
- Ensure escalations are correctly recorded, monitored and successfully concluded
- Deal promptly with any customer queries / complaints and ensure smooth resolution
- Conduct performance reviews and provide coaching and mentoring where appropriate

Candidate Requirements:
- 3 + years as a Service Desk Team Leader or equivalent role for a Managed Service Provider
- ITIL V3 / SDI
- Strong communicator capable of dealing with a large corporate client
- Excellent customer services capability demonstrated in previous roles
- Experience leading and managing a small team of IT professionals
- Skill set comprising:
Windows 2003/2008/2012 Server admin / basic config and troubleshooting
Windows 7/8 support
Active Directory
Citrix support
Remote hardware troubleshooting
Networking (TCP/IP, DNS and DHCP)
Exchange 2010 admin and config
Office 2010/2013
Mobile Device support

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