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SalaryOur client, a leading business in the IT sector is seeking a Service Desk Team Leader to join their growing team of Engineers on a full-time, permanent basis.
Due to growth our client is seeking a Service Desk Team Leader to join their team on a full-time basis, working in conjunction with other Service Desk Team Leaders overseeing the team of Engineers whilst being an escalation point for 3rd Line queries and technical faults.
The ideal candidate will have previous experience of managing / overseeing a team of Help Desk Engineers or line managing a small team, and will also be a technical individual with solid 3rd Line experience in a fast-paced environment who is also keen to stay within a hands-on role.
Due to the location of the office candidates will be required to have access to their own vehicle.
Key Responsibilities:
- Act as a point of escalation and guidance for technical, operational and process queries
- Providing performance feedback to the team and individuals
- Provide coaching to members of the team
- Lead the team and its response levels based on ticket priority, SLAs and other operational factors
- Coordinate the team to ensure the right Engineers are managing the right tickets
- Work on escalated Service Desk tickets from team members
- Manage the rota for Engineers
- Set, plan and monitor team objectives
- Identify training needs within the team
- Provide feedback and have one to ones with the team
Key Experience:
- A minimum of 5 years technical experience, working up to 3rd Line level
- Previous experience managing a small team of Engineers
- Able to lead a team whilst also proactively work on technical tickets
- Experienced in coaching a team, providing constructive feedback where necessary
- Able to work in a fast-paced environment, managing and prioritizing tasks for the team
This is an excellent opportunity to join a thriving business in a role where you will be given autonomy and independence, whilst working in line with other Team Leaders at a high level within the business.
CVs are being reviewed, so please apply now for immediate consideration.
