Service Desk Team Lead

Service Desk Team Leader (Confidential)

Northampton – Hybrid

Up to £45,000 + Company Benefits

Our client ranks among Europe's leading IT service providers and, for over 40 years, has represented expertise, partnership, and forward-thinking. Committed to shaping the future of IT alongside its customers, our client prioritizes close relationships with them. With over 85 system houses and e-commerce companies across 14 European countries, they provide an extensive blend of direct IT product sales and systems integration services. Whether it's a mid-sized business, large corporation, or public-sector organization, they stand as a progressive partner, ensuring that IT needs are met locally, in Europe, and globally through IT alliance partners.

The Role:

As a Service Desk Team Leader, you will assist the Technical Services Manager in managing the Service Team's operations. This role involves leading your team to meet specific objectives, including SLAs, XLAs, and overall performance, and collaborating with other Team Leaders to enhance customer experience. Responsibilities include handling escalations, addressing complaints, and refining processes within the team.

• Assist the Technical Services Manager in coordinating Service Desk and field operations.
• Prioritize and assign calls in accordance with OLAs and client SLAs.
• Coordinate the delivery of quality service to all offices and external clients.
• Act as a deputy to the Technical Services Manager when required.
• Guide and coach the support team to maximize customer use of systems and applications.
• Take charge of exceeding department quality objectives.
• Ensure accurate and daily completion of job sheets.
• Monitor and report on team and division performance.
• Provide technical support to the department and customers.
• Offer feedback to improve division operations and meet continual service improvement goals.

The Requirement (non negotiables) :

• Experience in an MSP environment on a Service Desk supporting external clients.
• Strong IT technical skills and Service Desk experience - level 2 & above
• Excellent communication, organizational skills, and a team-oriented mindset.
• Coaching/mentoring, motivational skills, performance management.

What's on offer:

• Hybrid Working (3 days in-office, up to 2 days remote)
• £40,000 - £45,000 Depending on Experience
• Location – Convenient to the M4, with modern facilities and ample parking.
• Perks – Incentives like holidays, vouchers, lunches, spot prizes.
• Advanced technology for office and home use (laptops, screens, latest iPhone, etc).
• Subsidized health care/medical benefits.
• Annual Leave – 25-30 days plus Bank Holidays, with an option for additional unpaid leave.
• Progression Plan including training and mentorship.

Reports to: Technical Services Manager