Service Desk Team Leader

Service Desk Team Leader

We have entered an exclusive partnership with our esteemed client located in Northampton, who is actively in search of a Service Desk Team Leader. In this capacity, you will assume a crucial leadership role, overseeing a team of support professionals dedicated to delivering top-notch technical assistance and exemplary customer service. Reporting directly to the Operations Manager, your responsibilities will encompass the coordination of daily operations, adeptly managing escalations, and ensuring the team consistently achieves key performance indicators. As a hands-on leader, you will merge your technical prowess with strong leadership skills to champion excellence within the support team.

Responsibilities and Duties:

Team Leadership:

• Lead, inspire, and coach a team of Service Desk support technicians.
• Foster a collaborative and positive team environment.
• Conduct regular team meetings to communicate goals, updates, and address concerns.
• Provide ongoing training and development opportunities for team members.

Technical Support:

• Act as the first point of escalation for complex technical issues.
• Assist team members in resolving challenging problems and provide guidance on troubleshooting methodologies.
• Ensure that the team maintains a high level of technical proficiency and stays current with technology trends.

Customer Interaction:

• Oversee the resolution of escalated customer issues, ensuring timely and effective communication.
• Collaborate with team members to enhance customer satisfaction and maintain a positive service culture.
• Conduct regular customer feedback sessions to identify areas for improvement.

Service Desk Operations Management:

• Coordinate daily helpdesk operations, including assigning and prioritising support tickets.
• Monitor team performance against key performance indicators (KPIs) and implement improvement strategies.
• Contribute to the development and refinement of standard operating procedures (SOPs).

Training and Development:

• Identify training needs and organise skill development sessions for the team.
• Stay informed about industry best practices and incorporate relevant training material into team education.
• Foster a culture of continuous learning within the team.

Documentation and Reporting:

• Maintain accurate records of technical issues and their resolutions.
• Generate reports on team performance, ticket trends, and customer satisfaction.
• Provide regular updates to the operations manager on team progress and challenges.

Quality Assurance:

• Assist in the implementation of quality assurance processes to ensure Service Desk deliverables meet established standards.
• Contribute to regular evaluations to identify areas for improvement.

The Candidate

The ideal candidate for this position should possess several key qualifications. Firstly, they should have a proven track record in an IT Service Desk or technical support role, with a minimum of 2 years of experience in a leadership or supervisory capacity. Strong technical aptitude and troubleshooting skills are essential attributes, complemented by the ability to provide effective leadership and mentorship within the team. Excellent communication and interpersonal skills are a must to facilitate smooth interactions with both team members and end-users. Familiarity with ticketing systems and IT service management (ITSM) tools is expected, highlighting their ability to streamline processes. Additionally, a strong eagerness to learn and tackle new challenges is highly valued.

Desirable qualifications for the candidate include experience with Oracle Netsuite, which would be advantageous for the role. Furthermore, possessing a Bachelor's degree in Information Technology, Computer Science, or a related field would be a favourable asset, although not mandatory for consideration.

Remuneration

o Salary: £30,000 - £35,000 per year (depending on experience)

o Working Monday to Friday 9am - 5:30pm

o 28 days holiday including statutory days (increasing with service)

o Onsite parking

o Company events

o Company Pension

o Cycle to work scheme

o Store discounts

o Health & wellbeing programme

o Casual dress

o Annual bonus

Debbie Burbage Recruitment is committed to equal opportunities and diversity. Candidates with equivalent qualifications and more or less experience can apply. We are a member of the Recruitment and Employment Confederation (REC) and are acting as an Employment Agency and as an Employment Business in relation to this vacancy.

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