ServiceDesk Team Leader

Location is Northampton

Hybrid role 3day in 2 days out

Salary is 40k -50k

Skills: Helpdesk, ServiceDesk, SupportDesk, SLA, OLA, IT Support, 1^st line, 2^nd line, 3^rd line, Engineer, Technicians, MSP, Service delivery, ITIL, SDI, Prince2, Team Leader, Manager.

We are seeking a highly skilled and motivated Service Desk Team Leader to join our client. My client are a leader in the IT industry, they are dedicated to delivering top-notch solutions to their clients, and need an exceptional individual to drive their busy service desk operations to new heights.

We are open to considering candidates with a strong technical background who are looking to progress into a Service Desk Team Leader role. We also welcome applications from strong technical engineers who have experience deputizing or standing in for team leaders or team managers in the past.

As a Service Desk Team Leader, you will play a pivotal role in overseeing and managing our service desk operations, you will report to the Technical Services Manager

• Leading a team of service desk engineers to provide exceptional technical support to our clients.
• Monitoring and managing ticket queues to ensure timely and efficient issue resolution.
• Collaborating with clients to understand their IT needs and ensure high levels of client satisfaction.
• Providing coaching, guidance, and mentorship to team members to enhance their technical skills and customer service abilities.
• Identifying areas for improvement in service delivery and implementing strategies to optimize efficiency and effectiveness.
• Escalating complex issues to appropriate teams and stakeholders while maintaining open communication.
• Developing and maintaining service desk documentation, processes, and procedures.

The ideal candidate for this position will have at least 12 months of experience in a similar role preferably within an IT Managed Services Provider (MSP) environment. You will have proven MSP experience with a strong understanding of the unique challenges and dynamics of the MSP industry. You will have strong technical aptitude and familiarity with a variety of IT systems, software, and hardware. The ideal candidate will have a customer-centric approach to service delivery.

Relevant technical certifications (e.g., CompTIA A+, Network+, ITIL, SDI.) are a plus.

My clients offer a competitive salary, professional development opportunities, and a supportive work environment where your contributions are recognized and rewarded.