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We are seeking a highly organised and technically proficient IT Service Desk Team Lead to join our dynamic IT Managed Services Team. The ideal candidate will have a proven track record of leading a service desk team, exceptional organisational skills, and expertise in Microsoft cloud technologies. This role will be responsible for providing excellent customer service, managing and mentoring the team and ensuring the smooth operation of our IT Managed Services.

There will be the opportunity to get involved with internal and some customer projects.

Key Responsibilities

· Ensure support cases SLA’s and Support KPI’s are met.

· Create and maintain documentation.

· Provide high-quality customer service by resolving complex technical issues and escalations.

· Maintain existing monitoring systems and recommend improvements.

• Ability to build relationships and develop rapport internally and with external clients;


• Working flexible hours when necessary and travel to customer sites as and when required.


• Oversee the service desk operations, ensuring incidents and service requests are managed and resolved effectively.

Skill Requirements

Essential

· Excellent organisational and time management skills.

· Excellent communication and interpersonal skills.

· Deep understanding in Microsoft Windows Desktop and Server operating systems.

· Strong knowledge in Microsoft 365 Management.

· Good understanding of firewalls and routing.

· Stay up to date with the latest Microsoft cloud technology updates and best practices.

· Strong problem-solving and troubleshooting skills.

Desired

· Microsoft Azure experience.

· Microsoft qualifications.

Job Type: Full-time

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Company pension


• Cycle to work scheme


• Life insurance


• On-site parking

Schedule:

• Monday to Friday

Experience:

• Technical support: 1 year (preferred)

Work Location: In person