Service Desk Team Leader

Job Description

Service Desk Team Leader - Kent - £30,000-£40,000k + Excellent benefits + BonusOverview:An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Team Leader. You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems. Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East.Role & Responsibilities: Ensuring accurate and timely resolutions of incidents and requests in line with SLAs Manage customer escalations Act as the technical escalation for team members (1st, 2nd and 3rd line support) Conduct weekly 1:1s to support and coach team members to make sure they meet their KPIs and their development goals Conduct Quarterly Performance Reviews Ensure that incident reviews are undertaken and written up Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction. Provide data and reporting of KPIs and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings Essential Skills & Experience: Experience as a hands-on Service Desk Team Leader / Manager. Proven record in people management. Excellent interpersonal and written communication skills Strong ability to train, develop, motivate, mentor and support team members Highly organised and structured with the ability to maintain and drive a positive working environment. Good attention to detail, ability to work to tight deadlines and to mitigate risks and manage issues to resolution Act as a technical escalation for junior engineers. Package:£30,000-£40,000k basic salary Excellent benefits Performance related bonuses 25 days holidays + bank holidays Career progressionService Desk Team Leader - Kent - £30,000-£40,000k + Excellent benefits + Bonus