Main characteristics
- Location
- Northampton, Northamptonshire
- Company
- IP Source Ltd
- Salary
- £40000 - £45000/annum + Company Benefits
- Employment type
- Permanent
- Category
- IT
Job summary
Service Desk Team LeaderNorthampton Hybrid
Up to £45,000 + 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
* Act as a deputy to the Technical Services Manager when required.
* Maintain operational and well-resourced service desk during core business hours.
* Take charge of exceeding department quality objectives.
* Escalate service calls to the Technical Services Manager as necessary.
* Maintain high-level communication within the service team and with external parties.
* Ensure accurate and daily completion of job sheets.
* Facilitate rapid response to issues raised between business departments and the service department.
* Monitor and report on team and division performance.
* Offer feedback to improve division operations and meet continual service improvement goals.
The Requirements:
* Experience in an MSP setting.
* Strong IT technical skills.
* Excellent communication, organizational skills, and a team-oriented mindset.
Experience:
* Coaching/mentoring, motivational skills, performance management.
* Flexibility to adapt to changing workload and resources.
* Proactive, positive approach to work.
* Exceptional communication and organizational abilities.
* Good technical understanding and capability.
* Initiative-driven with strong job reporting and documentation skills.
What we 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
Benefits: Company Benefits
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