Role: Service Desk Lead
Location: Remote (UK-based)
Salary: £35,000 - £45,000 (depending on experience) + benefits
About the company
Our client is an award winning and ISO certified Managed Services Provider, delivering specialist IT Services to both Private and Public Sector Enterprises. We deploy and manage software-defined network, security and cloud infrastructure platforms – helping enterprises worldwide to transform legacy infrastructure into modern day services which deliver better protection, more control and agile speed of change.
In less than five years of trading, the business has grown rapidly to a point where it now employs circa 25 in-house staff across the UK, has £5m in annual revenues, and supports enterprises such as Universities Superannuation Scheme, Card Factory Plc, TVS Supply Chain Solutions and the various Public Sector agencies across the UK.
From a people and technology perspective, they do not operate a traditional office environment and all of our services are cloud based. As a result, all staff are home-based/mobile workers, which in turn opens up a global talent pool and enables us to scale easily into different geographies.
About the role
I am seeking a highly organised and technically proficient Service Desk Lead to oversee the daily operations of the Service Desk function. This role is perfect for someone with a strong technical background who also excels in customer service and operational management. You will ensure that the Servicedesk team consistently meets Service Level Agreements (SLAs), maintain timely communication with clients, manage escalations, and ensure engineers are efficiently resolving tickets.
In addition to managing tickets and engineers, you will be responsible for coordinating planned maintenance, conducting service reviews with clients, liaising with vendors and circuit suppliers ensuring cases a logged / followed up in a timely fashion and continuously improving the overall performance of the Servicedesk function.
Key Skills and Qualifications
- Technical Background: Solid hands-on experience in networking, cloud infrastructure, or security services. (Has or held the CCNA or equivalent certification in the past for example)
- Problem Solving: Strong troubleshooting skills to resolve technical issues independently or by collaborating with the team.
- Leadership: Proven experience in leading or managing a technical support or Servicedesk team function.
- Co-Ordination – Ensuring the optimum level of servicedesk resource is available by ensuring calendars and rotas are managed.
- SLA Management: Demonstrated success in meeting and exceeding SLAs, with a focus on continuous service improvement.
- Communication: Excellent communication and interpersonal skills to manage internal teams and build strong client relationships.
- Customer-Focused: A deep understanding of customer needs, providing timely updates, and managing client expectations effectively.
- Process-Oriented: Ability to create, manage, and maintain structured processes, ensuring compliance with SLAs and company standards.
- ITIL Certification (or similar) is preferred, but not essential.
Benefits
- Competitive salary and benefits package
- 100% Remote working with flexibility
- 25 days holiday plus your birthday off
- Private Healthcare
- Death in Service Cover
- Enhanced Maternity / Paternity package
- Regular company activities
- A friendly and inclusive working atmosphere
- Technology Salary offset scheme
- Career progression opportunities within a fast-growing technical team
- The opportunity to work with cutting-edge technologies in a dynamic, modern MSP environment