Service Desk Team Leader

Ignite Digital Talent
Bournemouth, UK
17 Jun 2019
27 Jun 2019
Contract Type
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
- 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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