Service Desk Team Leader

We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support. We are currently seeking a dynamic and experienced Service Desk Team Leader to join our team on a permanent basis!

As the Service Desk Team Leader, you'll report directly to the IT Manager and oversee our Service Desk operations. This role offers a unique opportunity to develop both your technical expertise and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, ensuring it aligns with our clients' evolving needs and expectations.

Key Responsibilities:

• Manage escalations from 1st/2nd Line Support
• Oversee the ticket system (Jira)
• Identify and address training requirements promptly
• Coach and lead technicians and apprentices
• Provide hands-on technical support
• Coordinate weekend on-call duties
• Drive process improvements and lead change initiatives
• Conduct team performance reviews and appraisals
• Maintain backup procedures and customer information

It would be fantastic if you had the following:

• Proven experience in team management and customer service
• Proficiency in ticket systems (Jira)
• Expertise in Windows Server 2012, 2016 & 2019
• Knowledge of Microsoft Windows 7 - 11
• Familiarity with routers, managed switches, and related hardware

Our ideal candidate is hardworking and enthusiastic, ready to tackle challenges with a positive attitude. You need to be a confident communicator with excellent interpersonal skills, able to interact effectively with both clients and team members. Exceptional problem-solving and troubleshooting skills are also a must, allowing you to find solutions quickly and effectively. You must have a keen attention to detail and a commitment to accuracy, ensuring high-quality work. Lastly, demonstrated leadership capabilities are crucial, as you will be leading and mentoring a team of technicians and apprentices.

Benefits:

• Company-provided work phone and laptop
• Sick pay and pension scheme
• Paid for training with bonuses for passing exams
• Casual dress code with provided company polo shirts
• Opportunities for skill development and training with industry leaders
• Birthday off as holiday
• Free on-site parking at our air-conditioned office
• Team building activities and social events
• Convenient access to Chippenham train station

Why Join Us?

At our company, we believe in fostering a supportive and collaborative work environment where you can thrive. We value innovation, dedication, and a commitment to excellence. If you're looking for a role that offers both challenge and opportunity in equal measure, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: £30,000.00-£36,577.14 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus scheme
• Performance bonus

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (required)
• Leadership: 1 year (required)

Work Location: In person