Service Desk Team Lead
Salary: Up to £55,000 (dependent on experience)
Location: City of London
Work Arrangement: Hybrid
Preferred Background: Managed Service Provider (MSP)
Our client, a prestigious IT Managed Service Provider based in the heart of London, is seeking an experienced IT Support Team Lead. This role involves supporting some of London's top financial clients and eventually taking responsibility for a team of skilled engineers.
About the Role
Reporting to the Head of Support, you will oversee the lifecycle management of service incidents, requests, and changes. You will act as a technical escalation point, ensuring high-quality IT services are delivered to both internal and external partners.
Key Responsibilities
Team Leadership and Development:
- Lead and mentor a team of Technical Engineers, fostering a positive and collaborative work environment.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
Service Desk Optimization:
- Identify opportunities for process optimization and efficiency gains within the Service Desk.
- Collaborate with the Head of Support Services to implement processes across the business for continuous improvement initiatives.
Service Quality and Customer Satisfaction:
- Monitor service quality standards to ensure SLAs are consistently met or exceeded.
- Implement strategies to enhance customer satisfaction and ensure timely and effective communication with clients.
Incident and Problem Management:
- Oversee the resolution of incidents and problems, ensuring timely and effective responses.
- Analyze incident and problem trends to implement preventative measures.
Documentation and Knowledge Management:
- Ensure comprehensive documentation of processes, procedures, and solutions.
- Collaborate with the Infrastructure Management Team to build a robust knowledge base and promote a culture of documentation within the team.
Technical Escalation and VIP Handling:
- Act as an internal escalation point for your support engineers.
- Manage key issues and handle VIP communications from our Relationship Management team.
Required Skills and Experience
- Proven experience in a similar Team Leader role, managing Helpdesk/Service Desk engineers.
- Hands-on technical experience as a Senior 2nd Line Engineer where needed.
- Technical skill areas - Azure / Office 365 / Intune / Windows
- Microsoft certifications (desirable).
- Familiarity with ITILv3/v4.
Don't miss out on this incredible opportunity! Apply now with your most up-to-date CV.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.