Service Desk Team Leader

Location Maidstone
Discipline: Tech, Media & Telecom
Salary: £42000.0
Contact name: Paddy Malaj

Contact email:
Job ref: 6568
Published: 17 days ago


Our client is seeking a Service Desk Team Leader to join their team permanently. The Service Desk Team Leader will be driving a team of engineers to perform to the best ability within IT Support. The Service Desk Team Leader will need experience within a management role and must have experience in 3rd-line support.

Key Responsibilities for the Service Desk Team Leader:

  • Acting as a point of escalation and guidance for technical, operational, and process queries

  • Lead a team and its response based on ticket priority, SLA, and other operational factors

  • Assist the Head of Support Services to coordinate the flow of tickets within your team, ensuring the right person is on the right job and at the right time

  • Support other Service Desk Team Leaders as required

  • Work service tickets that align with your technical ability

  • Provide coaching, and feedback and identify training needs and raising with HoSS

  • Escalate concerns and seek appropriate guidance from HR

Skills Required for the Service Desk Team Leader:

  • Demonstrable experience managing customer relationships

  • Experience in line managing a small team

  • Experience in a Service Desk Environment as a 3rd Line Engineer

  • Demonstrable experience in a high-pressured environment, multitasking and reprioritizing workstreams to meet operational needs

  • Proven ability to work as part of a team and communicate effectively.

If this role is of interest, please apply for additional information or contact Thomas Edevane.