- Company Name
- Intelix.AI
- Job Title
- Service Desk Specialist
- Job Description
-
Service Desk Team Leader
Salary: £40,000 - £55,000 +
Hours: 7.5 hours daily on a fortnightly rotating schedule (8am-4:30pm, 9am-5:30pm, or 9:30am-6pm).
Competitive benefits package, including gym membership, Vitality at Work rewards, Cycle to Work scheme, quarterly team events, monthly games nights with pizza, and Wednesday breakfasts.
Location: On-Site role based in Central London (Bond Street)
This role requires excellent communication and stakeholder management skills and will be tasked with supporting High Profile customers across London's Berkely Square, Mayfair and West End.
Intro
An established and highly accredited Managed Service Provider (MSP) serves a diverse portfolio of clients across industries, offering tailored IT solutions. The company partners with leading technology vendors, ensuring cutting-edge services and tools to deliver exceptional client outcomes.
Strategic Vendor Partnerships with leading technology providers such as Microsoft, Cisco, Dell Technologies, VMware, Citrix, and Veeam to deliver cutting-edge IT solutions, including cloud services, virtualization, and data protection to deliver managed IT services, cloud solutions, cybersecurity, network management, and strategic consulting to optimize client operations and ensure business continuity.
About the Role
As the Service Desk Team Leader, you will lead and support a specialized Escalations Team within a 30-member Help Desk, acting as the deputy to the Service Desk Manager. Your primary responsibilities will include ensuring exceptional client service, upholding SLA commitments, and driving team performance.
The ideal candidate will possess strong leadership and team management experience, with the ability to confidently oversee up to 20 engineers. This role requires a proactive approach to problem-solving and the capability to deputize for the Service Desk Manager while reporting directly to the CTO. Proven leadership skills and the confidence to manage a dynamic team are essential for success in this position.
Key Responsibilities:
Leading the Team: Oversee the Escalations Team, ensuring effective day-to-day management, workload distribution, and team motivation.
Providing First-Class Service: Deliver a high-quality, SLA-driven service while resolving a range of managed service tickets.
Customer Queries: Act as a hands-on escalation point, addressing client concerns and maintaining a customer-first approach.
Encouraging Collaboration: Foster a team-oriented environment by seeking input for procedural and operational improvements.
Daily Coordination: Manage and balance the team’s daily workload, ensuring efficiency and adherence to SLAs.
Team Development: Train, mentor, and motivate team members through regular appraisals and performance reviews.
Client Liaison: Ensure client satisfaction through proactive communication and timely resolution of service tickets.
Setting Objectives: Establish clear team goals, evaluate progress, and embed a performance-driven culture.
Identifying Improvements: Continuously seek opportunities for process enhancements and operational excellence.
Required Skills & Experience
3-5 years in a similar role managing a support desk team.
Strong understanding of Microsoft Cloud technologies (Teams, Microsoft 365).
ITIL v4 knowledge is desirable.
Microsoft Cloud Certifications are essential.
Previous experience in a Managed Service Provider (MSP) environment preferred.
Working experience with ITSM tools such as ConnectWise, BrightGauge, SmileBack, ITBoost, and CrushBank.
ITIL v4 knowledge (desirable).
Proficient in SLA management, call prioritization, and queue management.
Excellent interpersonal, verbal, and written communication skills in English.
Calm and effective under pressure with strong organizational abilities to meet tight deadlines.
Certifications:
Microsoft Cloud Certifications (essential).
