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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
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...