Clearwater People Solutions Limited
Location
Sevenoaks, Kent | United Kingdom
Job description
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.
Job tags
Salary
£42k per annum
