Service Desk Team Leader

Job Description

WE’RE RECRUITING!As one of the UK’s fastest growing MSPs, we’re on the lookout for a Service Desk Team LeaderLocation: Hybrid (Office / Remote)*Nasstar offices:TELFORD St James House, Hollinswood Road, Telford, TF2 9TZWAKEFIELD Melbourne House, Brandy Carr Road, Wakefield, West Yorkshire, WF2 0UGSalary: Competitive base + benefitsJob Type: PermanentAbout NasstarAt Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we moderniseand manage technology to help our clients succeed in today’s business landscape.With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves! But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without theright team on board.We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of themModernise to maximiseMore information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!About the Role

• The Customer Operations Team Leader provides leadership and direction to their team members, to aid in providing a 1st class service to our customers. This will be a hands-on role, leading by example to ensure all expected deliverables are achieved.
• You will work closely with your aligned Customer Operations Manager to provide direct feedback on how your team members are performing, highlighting any areas for operational improvement, and identifying gaps in process that need to be filled.
• You are responsible for ensuring that your team members are on-boarded and developed in an effective and controlled manner to give both them and your team the chance to succeed.
• You are to assist with Jeopardy management through management of escalations and ticket and telephone call reviews with the team, ensuring tickets are progressing effectively or being escalated in a timely fashion where needed, ensuring ticket updates meetrequired standards.
• Reviewing ticket trends to identify problems and raise relevant problem tasks to reduce re-occurrence of common issues. Plan and implement changes to a high standard, to reduce risk and impact for our customers. Ability to utilise toolsets available toproduce reports and act on them effectively.

Responsibilities:

• Deliverable 1: Build a high performing technical team, that are always looking to improve & develop.
• Deliverable 2: Create a positive culture in your team, based on professionalism, pride and excellent service delivery & customer service.
• Deliverable 3: Support team members in their prioritisation of incidents and general workload.
• Deliverable 4: Act as an escalation point and decision maker for service-related issues. Identifying bottlenecks and work with your manager to build & implement service improvement plans. This will include being part of the Duty Manager rota for OOH escalations.

What we are looking for:

• Solid background in Service Desk support
• Experience working in a busy IT Service Desk environment in a technical customer facing role
• Experience working with and adhering to procedures
• Experience supporting end users across a variety of locations
• Experience of ITSM systems and automating Service Desk processes

What you can expect from us:At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business!In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:25 days’ holiday (excluding bank holidays)Flexible working - it’s important to maintain a work/life balance, as such, we will consider any written request for flexible workingVirtual working - we practice what we preach and empower our people to work remotelyTop tech - Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too4x annual salary life assuranceHealth cash planRetail discounts and other perks from major brandsReasons to choose a career with Nasstar:We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company,an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.Which career path will you chooseEqual Opportunities:Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.Diversity is not just a statement; its our way of life at Nasstar.A note for agencies:Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.