Job Role: Service Desk Team Lead - MSP
Location: Central London, onsite
Salary: £45,000 + Benefits
Industry: Managed Service Provider (MSP)
Company Overview
Our client is one of London's fastest growing MSP's which provides IT support & services to SMB's in and around London, specialising in Azure, Office 365 Stack, Networking infrastructure, Disaster Recovery, and Security.
Position Overview:
Our client is looking for an Service Desk Team Lead to lead a team of 5 Helpdesk Engineers, ensuring efficient IT support delivery within ITIL standards, assist with project delivery, service improvements, and much more!
Key Responsibilities:
- Manage and mentor a team of 5 Helpdesk Engineers, between 1st - 2rd line.
- Oversee IT support services for various technologies across a wide range of clients.
- Develop and implement helpdesk policies and procedures to improve overall service management
- Track and analyze helpdesk performance metrics.
- Handle 1st, 2nd and some 3rd line technical issues and delegate tickets to the correct Support Engineers
- Facilitate ongoing training for the team.
- Maintain strong client relationships.
Required Skills & Experience:
- MSP experience is highly desirable.
- Minimum of 4 years in IT support, with 1+ years in a team lead / service desk lead role.
- Experience in supporting and administering Office 365 (Exchange Online, SharePoint), Azure, Windows Servers, Networking infrastructure, Intune (or similar MDM), backups, and more.
- Strong leadership, problem-solving, and customer service skills.
- Experience providing 1st and 2nd line support in a busy helpdesk environment.
- Experience working on small to medium sized projects.
- Knowledge and experience working to ITIL best practices standards is highly beneficial.
Salary & Benefits Package:
- Starting salary of up to £45,000
- Professional Training opportunities
- 25 Days' Annual Leave + 8 Bank Holidays
- Employee Healthcare Scheme
If you're interested in the role and feel you'd be a great fit, make sure you apply ASAP to be considered for interviews as the client is looking to arrange interviews right away!
Service Desk Team Lead / IT Helpdesk Manager / IT Service Desk Lead / IT Team Lead / MSP / Cloud / Networking / IT Management