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Service Desk Team Lead

Job LocationCambridge
EducationNot Mentioned
Salary30,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

I am currently supporting a regional MSP who due to their continued success are looking to expand their team with an experienced Service Desk Team Lead. Reporting directly into the Head of Service Desk, we are looking for an experienced individual whowill challenge existing processes with ingenitive ideas and isnt afraid to shake up the norm. The business is very flexible and open to new ideas so we are really looking for someone who can contribute to that.We are also open to someone who is looking to step up into a formal management position however you must show the team leadership qualities that are required.Please note that working hours will be Monday to Friday with 3 days per week on siteOffice is located with great public transport links and also plenty of parking availableKey Tasks:

  • Someonewho likes working in a fast paced and busy environment.You willbe highly organised, enjoymanaging a teamand able toresolve technical issueswhilstmaintaining our high level ofbespoke customerserviceto our clients.
  • Leadinga teamof Service Desk Engineersand beingresponsible for all people management, including recruitment, annual appraisals, training etc.
  • Managing shift assignments with the Service Desk teamto ensure all targets and customer SLAs are met.
  • Ensuring the Service Desk Engineers deliver high quality customer service to all clients within our agreed SLAs
  • You will monitorand review ticket/call queuesfor your team.
  • You will be hands on andtake ownershipof issueresolutionas thefinalescalation pointfor Service Desk.
  • You will develop processes and reporting to ensure theService Deskis operating efficiently.
  • You will be responsible for the management of a team of 8
  • Working hours are Monday to Friday 9am - 5:30pm
Essential Experience:
  • Previous experience in aTeam Leader / Management role.
  • Excellent IT Knowledge(Networking, Active Directory, Office 365, Desktop/Server Management, Operating System (Windows, Mac Linus) Support).
  • Experience of working with Service Desk tools and technologye.g.ticketing systems, CRM, Remote Access Toolsetc)
For further information please contact Jenny Saban in our Cambridge office

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