Service Desk Team Lead

Join our dynamic team!

We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support.

Position: Service Desk Team Leader Location: Chippenham, UK Type: Full-time

Salary: £33,000.00-£38,000.00 per year

Overview: As the Service Desk Team Leader, you'll report to the IT Manager, overseeing our service desk operations. This role offers a unique opportunity to develop both your technical prowess and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, aligning it with our clients' evolving needs and expectations.

Key Responsibilities:

• Manage escalations from 1st/2nd Line Support
• Oversight of ticket system (Jira)
• Identify and address training requirements promptly
• Coach and lead technicians and apprentices
• Provide hands-on technical support
• Coordinate weekend on-call duties
• Drive process improvements and lead change initiatives
• Conduct team performance reviews and appraisals
• Maintain backup procedures and customer information

Requirements:

• Proven experience in team management and customer service
• Proficiency in ticket systems (Jira)
• Familiarity with server roles (AD DS, DNS, DHCP, etc.)
• Expertise in Windows Server 2012, 2016 & 2019
• Knowledge of Microsoft Windows 7 - 11
• Understanding of WiFi technologies and network topologies
• Familiarity with routers, managed switches, and related hardware

Preferred Experience:

• Microsoft certifications
• ITIL V3 or V4
• VMware ESXi
• UniFi WiFi systems
• Veeam Backup and Replication
• Draytek Routers
• 3CX Phone System

The Ideal Candidate:

• Hardworking and enthusiastic
• Confident communicator with excellent interpersonal skills
• Strong organisational and time management abilities
• Exceptional problem-solving and troubleshooting skills
• Attention to detail and commitment to accuracy
• Demonstrated leadership capabilities

Benefits:

• Company-provided work phone and laptop
• Sick pay and pension scheme
• Casual dress code with provided company polo shirts
• Opportunities for skill development and training with industry leaders
• Birthday off as holiday
• Free on-site parking at our air-conditioned office
• Team building activities and social events
• Convenient access to Chippenham train station

If you're ready to join a dynamic team and contribute to our mission of excellence, apply below!