Service Desk Team Leader

Description – Service Desk Team Leader

Location: Central London (Farringdon/Chancery Lane)

Job Type: Permanent, full-time

Work Model: Hybrid (3 days in-office, 2 days WFH)

ABOUT US: 

We are a leading technology consultancy dedicated to delivering innovative IT solutions and unparalleled service to our clients. We pride ourselves on our commitment to customer satisfaction and our ability to stay ahead of the technological curve. Our team is composed of skilled professionals who thrive in a collaborative and dynamic environment. We’re proud of our high staff retention, straightforward culture and strong values. People tend to stay here, because we develop opportunities for all our driven individuals who are committed to upskilling and passionate about providing the best possible service, so they can thrive and make a difference in a fast-paced environment.

We are currently seeking a results-driven and strategic Service Desk Team Leader to join our support team.

ABOUT THIS ROLE:

IT Service Desk Team Leader plays a critical role in ensuring the efficient operation of our IT service desk by managing the flow of support tickets and coordinating the activities of the support team. This individual will focus on prompt and effective resolution of IT tickets, distributing them to engineers, to be completed on time and ensure updates are provided to clients.

This is a crucial role within the IT Support Team, and you’ll act as a central hub for incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.

KEY RESPONSIBILITES

Ticket Management:

• Receive, prioritise, and dispatch incoming service tickets to appropriate IT support personnel based on the complexity and nature of issues.
• Monitor ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs).
• Maintain accurate and detailed records of client interactions and update ticket status in the service management system.
• Assign tickets to technicians based on skillsets, availability, and urgency of issues.
• Coordinate and schedule engineer calls as required.
• Communicate effectively with clients to gather necessary information to expedite ticket resolution.
• Step in to take calls and provide immediate assistance when engineers are unavailable, ensuring that all client queries and issues are addressed promptly and efficiently.
• Manage and coordinate incident handling according to established processes, ensuring swift resolution and maintaining high standards of service. This includes logging incidents, tracking progress, and ensuring timely communication with all involved parties.

Reporting and Metrics:

• Generate regular reports on ticket status, trends, and key performance indicators (KPIs) for management review.
• Identify areas for process improvement and assist in implementing solutions to enhance service delivery.

Team Leadership:

• Act as an escalation point and provide guidance and coaching to junior staff.
• Identify key issues and risks and promptly escalate them to senior management.
• Performance reviews, absence management, 1-2-1s and coaching plans within your team.

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Bachelor’s degree in Computer Science (or a related field) or equivalent work experience.
• Proven experience in a similar dispatcher or team leader role, preferably within an MSP.
• Strong understanding of IT support processes and terminologies.
• Exceptional organisational skills and attention to detail.
• Excellent communication and interpersonal skills, with a strong customer service orientation.
• Ability to build and maintain a culture of accountability and collaboration within the team
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Proficiency in using helpdesk ticketing systems (Fresh Service).

DESIRABLE SKILLS:

• Formal qualifications/training in management, leadership, coaching, mentoring.
• Service Desk Institute or ITIL knowledge/certificate.

BENEFITS 

• A role with influence in a growing part of our business.
• Supportive team environment with space to grow.
• Regular career progression.
• 21 days (increasing after 3 years of service) holiday, public holidays.
• Birthday day off.
• Private healthcare after probation.
• 40% off gym membership.
• Great pension scheme from day one.
• Cycle to work scheme.
• Eyecare vouchers.
• Central location, next to a famous food market.
• A friendly, inclusive, sustainable work environment.
• Regular social events (tech-infused minigolf and darts, pool, and more!).
• Electric car scheme after 2 years of service.
• Recruitment referral scheme.