As a Service Desk Team Leader you will be responsible for leading the Service Desk team. Playing a lead technical role within the Service Desk you will act as a point of escalation for the team as well as influencing the team to seek continuous improvements to provide exceptional customer support. This is an exciting time of growth for the organisation and provides an excellent opportunity for an individual with management experience and a strong technical background.
What you’ll do:
- Manage and grow a team currently consisting of 4 technical support staff
- Carry out team meetings and one to ones to ensure every individual meets their potential
- Uphold the companies’ core values and vision
- Define and implement service desk performance metrics and report these to management
- Help promote the company culture throughout the organisation
- Support a range of technologies and services including: Microsoft operating systems and applications, hardware, antivirus and encryption products, Microsoft 365, Azure, network infrastructure, Windows Server, Exchange, SQL, SharePoint and backup systems
- Support virtualisation technologies and remote access solutions
- Provide and maintain technical documentation
- Provide technical assistance and on the job training to team members with system and network requests
They would love to talk to you if:
- You have excellent interpersonal and customer-care skills and experience in team leadership, IT service management, delivery and support
- You strive to nurture and grow positive, long-term relationships with customers and staff.
- You have commercial enterprise experience with network and server infrastructure and have worked on a variety of IT installations
- You’re able to demonstrate a strong track record of successfully managing a technical team.
- You have relevant professional certifications (e.g. Microsoft MCP, MCSA, or MCSE, Cisco CCNA, or VMware VCP)
- You’re proficient at leading, directing, guiding and motivating others
- You enjoy challenging work, taking initiative and are self-motivated
- You’re flexible and adaptable to change in a fast-moving environment
- You’re well organised, effective at planning and willing to accept decision-making authority
- You’re logical with strong diagnostic and problem-solving capabilities
Why join this company?
The company’s Vision is to “Embrace Digital Disruption and Challenge Thinking”.
Based in Darlington, this managed IT service provider is a technology partner for multiple businesses across the UK. As a team of experienced IT professionals, they help businesses identify and implement the right technology for their operational needs. Through their multi-tier team they have significant experience of directing, managing, supporting and delivering strategic IT solutions, support and advice to businesses. You’ll get a competitive salary based on experience and qualifications, full on-the-job training and support, with great opportunities for advancement and skills development.