It Service Desk Team Leader

Are you passionate about nurturing and inspiring a team of brilliant engineers immersed in cutting-edge cloud and security applications like Microsoft Modern Desktop and Azure? If youre eager to make a significant impact and support professional services across London and beyond, we cant wait to hear from you!

ABOUT YOU:

You want to lead a great team in a growing London business. IT is your calling, you+rsquo;re bright and have lots to offer at an inspiring company. A geek at heart, you love to play around with the latest tech. You get a buzz from solving problems in a busy environment and you understand the importance of excellent client service. You believe the world can be a better place through the effective use of IT and cloud technology.

THE ROLE:

This is an exciting key role within our company, and you would be working closely with our Service Desk Manager to lead, coach and train our team of bright and eager IT champions, who provide remote technical support from home and in the office to clients from industries including legal, finance and media. As well as being responsible for the day-to-day continuity of the Cloud Support Team function, you will train and develop our 1st line engineers. You will lead from the front, taking ownership of high profile and VIP tickets to ensure the best client experience.

KEY RESPONSIBILITIES:

- Monitoring the team+rsquo;s performance to achieve SLA

- Manage the call queue and staff workload to ensure calls are answered within agreed metrics.

- Act as an escalation point and provide guidance and coaching to junior staff

- Identify key issues and risks and promptly escalate to senior management

- Performance reviews, absence management

ESSENTIAL SKILLS/EXPERIENCE:

- Solid academic background in IT/computer related, Physics, Maths or Engineering discipline, possibly combined with Business

- Experience of leading teams within a busy Service Desk environment

- Solid incident management experience, working to ITIL standards

- Track record of working with:

-- Office 365, Exchange Online, OneDrive

-- Azure Virtual Machines

-- Microsoft Windows Server

-- AD, DNS and DHCP

-- Networking including LAN, WAN and firewalls

-- Citrix, AVD/RDS

- Great interpersonal skills, excellent telephone manner

- Approachable, with enthusiasm to upskill

- Methodical approach to problem solving

- Ability to work to strict SLAs and deliver against KPIs

- Ability to work under pressure, respond to tight deadlines, prioritise workload

- Client-centric attitude and continual focus on client experience

OTHER SKILLS/EXPERIENCE:

- Team leader experience, ideally in an MSP

- Professional Qualifications:

-- Microsoft Certifications

-- ITIL Foundation

-- CompTIA A+

- MFA, Conditional Access

- Intune

- Mimecast

- VMWare or Hyper-V hosted VMs

BENEFITS:

- L+D opportunities

- LinkedIn Learning access

- Regular career progression reviews

- 21 days holiday, public holidays, birthday off

- Private healthcare after probation

- 40% off gym membership

- Great pension scheme

- Central location

- Friendly, inclusive, sustainable work environment

- Regular social events (minigolf, darts, pool, and more!)