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Service Desk Team Leader

Matt Burton Associates
Closing date
23 Feb 2021

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Technology & New Media
Contract Type
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Job Details

As Service Desk Team Leader, you will lead a squad of experienced 2nd Line and 3rd Line Engineers within the Managed Services Operations Centre.

You will be responsible for leading a close-knit team of multi and highly skilled engineers who support and manage our client's customer base.

This role is based in Manchester with remote working opportunities. (Currently remote for now)

Service Desk Team Leader - Key Responsibilities

  • Leading a squad of 2nd Line and 3rd Line engineers who will be supporting our client's Cloud and Digital customers
  • Understand, maintain, and deliver relevant training to their analysts regarding the current service desk procedures
  • Ensure all their engineers have regular structured 121 sessions each month
  • Training and Development of respective Engineers
  • Ownership of Personal Development Plans (PDPs) for respective Engineers
  • Hold daily structured squad stand ups
  • Plan & Manage Squad resource working with peers and Service Operations Manager
  • Work closely with the Service Operations Manager around all aspects of the continuous service improvement plan, contributing where required.
  • Undertake technical training and accreditations as required by ANS in line with the
  • Be a point of technical and functional escalation for Customer base
  • Help customers drive further product usage and feed opportunities into Customer Success Team
  • SLA and KPI performance
  • Identify customer trends in usage, cases & issues and implement relevant automation techniques and runbooks for future recurrences of issues

Service Desk Team Leader - Skills / Person

This role will be suitable for someone who is currently working as a Team / Service Desk lead in a technical support environment or is working in a Senior Technical position and would like to make the move to leading a squad of engineers within Cloud Service Provider setting.

Must Have
  • Experience supporting systems on a 3rd line Basis
  • Knowledge of ITIL Process (Incident/Major Incident Management, Problem Management, Change Management, Event Management, Knowledge Management, Service Transition, Continual Service Improvement)
  • 3rd Line Technical Support experience in at least 2 of the following areas
  • Microsoft Azure
  • Amazon Web Services (AWS)
  • Windows Service and associated applications
  • O365 Technologies
  • On-Premises Data Centre technologies
  • Excellent Communication Skills
  • Willing to learn and embrace new technology
  • Great customer service skills
  • Strong organisational skills


· Knowledge of DevOps and Agile processes

Service Desk Team Leader - Perks
  • Company pension scheme
  • Flexible working / holidays
  • Training and development opportunities.

Salary: £35,000 / £45,000

For an informal discussion please contact

Mobile - 07714745850
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