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Service Desk Team Lead

Posted 13 days ago

  • Chippenham, Wiltshire
  • Any
  • External
  • Expired - 3 months ago
Join our dynamic team!
We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support.
Position: Service Desk Team Leader Location: Chippenham, UK Type: Full-time
Salary: £33,000.00-£38,000.00 per year
Overview: As the Service Desk Team Leader, you'll report to the IT Manager, overseeing our service desk operations. This role offers a unique opportunity to develop both your technical prowess and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, aligning it with our clients' evolving needs and expectations.
Key Responsibilities:
Manage escalations from 1st/2nd Line Support
Oversight of 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
Requirements:
Proven experience in team management and customer service
Proficiency in ticket systems (Jira)
Familiarity with server roles (AD DS, DNS, DHCP, etc.)
Expertise in Windows Server 2012, 2016 & 2019
Knowledge of Microsoft Windows 7 - 11
Understanding of WiFi tec...
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