The role:

As a Service Desk Team Leader, you will provide support to the Service Desk Manager and oversee a team of Service Desk Technicians. Your main focus will be to ensure that all inquiries, questions, and problems within the organization are addressed promptly and efficiently to minimize any potential disruptions to our teams and overall business objectives. You will enjoy being involved in all aspects of the Service Desk role as well as managing the technicians on a daily basis.

Key responsibilities:

• Handle incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner
• Resolve and fulfill incoming service desk incidents and requests, acting as the first line of support for our Moneypenny teams
• Provide first-line IT support for many technologies to a wider user base
• Record all actions, conversations, and work undertaken on Freshservice, our ticket management system
• Management of onboarding and offboarding employees including setting up tech and creating/deactivating user accounts
• Complete daily checks each morning on internal systems to ensure everything is working correctly, or to identify any concerns
• Supporting the setup and installation of workstations, e.g., managing and completing desk moves, or setting up new workstations for newbies
• Purchasing IT equipment, software and managing stock
• Support of remote users
• Managing and maintaining SLAs
• Conducts regular 1:1s with service technicians, consistently looking to upskill and increase their knowledge base.

The person:

• Experience with Microsoft
• and Linux operating systems essential
• Office 365/Exchange support expérience essential
• Experience with End Point Manager essential
• Experience using Microsoft SQL Server Manager preferred
• Comfortable leading and managing a team of Service Technicians
• Site level active directory object management
• Enjoy working in a fast-paced and diverse environment while remaining cool and collected under pressure.
• Customer-oriented and confident in dealing with requests from all levels of the organization.
• Self-motivated and organized, ability to manage multiple tasks at the same time.