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Service Desk Team Lead

Sanderson
Job LocationSouth West England
EducationNot Mentioned
Salary£30,000 - £40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Service Desk Team Lead/ Senior Service Desk AnalystSomerset - Office based role£30,000 - £40,000A growing IT Services business in Somerset are looking for a Service Desk Team Lead/ Senior Service Desk Analyst to counited growth of the business.As a Service Desk Team Lead, you will be the driving force behind the service delivery, ensuring a seamless blend of exceptional customer service and technical prowess. As a results-driven Service Desk Team Lead you will work to enhance the team stands atthe forefront of innovation, delivering top-notch services to a diverse clientele.Service Desk Team Lead Responsibilities:

  • Oversee the day-to-day operations of the Service Desk, managing incoming incidents and change requests.
  • Lead and develop a team of Service Engineers, conducting regular 1-2-1 meetings and collaborating on training plans.
  • Monitor and maintain Service SLA KPI records, ensuring targets are consistently met.
  • Implement and manage the ticket escalation process, providing feedback to the Service Engineers.
  • Handle customer escalations, prioritising client needs, and ensuring empathetic and supportive responses.
  • Liaise with key client stakeholders, providing feedback on trends and suggesting improvements for customer satisfaction.
Service Desk Team Lead Skills/Requirements:
  • Proven experience in leading IT service teams.
  • Strong background in providing technical support.
  • Excellent communication and organisational skills.
  • Experience in an ITIL environment is desirable.
This position will be office based 5 days a week with some flexibility when required.#INDTECH

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