The IT Service Desk Team Leader plays a critical role in ensuring the efficient operation of the IT service desk by managing the flow of support tickets and coordinating the activities of the support team.
This role will focus on prompt and effective resolution of IT tickets, distributing them to engineers, to be completed on time and ensure updates are provided to clients.
This is a crucial role within the IT Support Team, and will act as a central hub for incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.
KEY RESPONSIBILITES
* Receive, prioritise, and dispatch incoming service tickets to appropriate IT support personnel based on the complexity and nature of issues.
* Monitor ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs).
* Maintain accurate and detailed records of client interactions and update ticket status in the service management system.
* Assign tickets to technicians based on skillsets, availability, and urgency of issues.
* Coordinate and schedule engineer calls as required.
* Communicate effectively with clients to gather necessary information to expedite ticket resolution.
* Step in to take calls and provide immediate assistance when engineers are unavailable, ensuring that all client queries and issues are addressed promptly and efficiently.
* Manage and coordinate incident handling according to established processes, ensuring swift resolution and maintaining high standards of service. This includes logging incidents, tracking progress, and ensuring timely communication with all involved parties.
* Generate regular reports on ticket status, trends, and key performance indicators (KPIs) for management review.
* Identify areas for process improvement and assist in implementing solutions to enhance service delivery.
* Coach, develop and inspire a team of 6 1st Line Support Staff
* Act as an escalation point and provide guidance and coaching to junior staff.
* Identify key issues and risks and promptly escalate them to senior management.
* Performance reviews, absence management, 1-2-1s and coaching plans within the team.
Our Client is offering a Salary of £40,000 - £50,000 + Benefits, including Hybrid Working.
We are only able to process applications of individuals who have the right to work in the UK, and do not require any Visa Sponsorship
Salary description
£40000.00 - £50000.00 per year