IT Service Desk Team Leader - Newcastle

Based inNorth England

Published14th December 2021

SalaryTBC

CategorySupport

ReferenceJ865

Service Desk Team Leader

An excellent opportunity has arisen for an ambitious and talented Service Desk Team Leader to join our highly reputable client based in Newcastle, on a permanent, full-time basis.

As their new Team Leader, you will be leading and working as part of the Service Des team to ensure the smooth operation of front-line IT support to our diverse range of customers via telephone, email and remote support applications. This role has responsibility for ensuring that customer service requests and incidents are managed and solutions are implemented where appropriate to deliver a first class service to our customers. 

Your new employer

Our client is an industry-leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for business in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions.

 

You new job responsibilities 

  • Controlling scheduling and workload through management of the team’s ticketing queue
  • Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
  • Co-ordinating, scheduling and managing the resourcing of the team, including ensuring relevant shift, holiday, sickness or another absence cover is arranged
  • Implementing fixes and solutions where appropriate either via discussing directly with the customer, via email or remote control
  • Assisting other teams with troubleshooting and ticket management
  • Escalating calls to Technical Resolution groups in a timely manner
  • Achieving and maintaining certifications as required
  • Network and server monitoring through automated Network Management Alerts and escalation to relevant support and Telco suppliers
  • Daily administration of customer and internal networks as part of managed service provision
  • Reporting on call performance and server health checks
  • Checking manufacturer websites for product updates and producing in house bulletins
  • Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
  • Performance monitoring, setting and reporting of the teams’ KPIs, targets and goals to Senior Management and wider company
  • Carrying out recruitment activities as required
  • Providing the opportunity for communication of performance and discussion of issues within the team, the specific site, and across the business

 

Special Conditions:

 Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day)

  • This role may require occasional customer and site visits
  • This role may require Monday to Sunday out of hours and on call working where necessary
  • This role may require working out of hours on an occasional basis
  • Full UK driving license would be preferable but not essential

Please send us an up-to-date copy of your CV. Candidates will be required to provide proof of right-to-work eligibility and up-to-date contact details for at least 2 references.

 

If this role is not of interest to you, but you would be keen to register with Stafffinders for other job opportunities, please forward your CV to it@stafffinders.co.uk.

 

Stafffinders are acting as an employment agency, for the purpose of this role.

 

Apply now

Stafffinders acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the Privacy Policy which can be found at https://www.stafffinders.co.uk/privacy-policy/

Apply now

Stafffinders acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the Privacy Policy which can be found at https://www.stafffinders.co.uk/privacy-policy/