Job Description
Join our dynamic team!
We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support.
Position: Service Desk Team Leader Location: Chippenham, UK Type: Full-time
Salary: £33,000.00-£38,000.00 per year
Overview: As the Service Desk Team Leader, you'll report to the IT Manager, overseeing our service desk operations. This role offers a unique opportunity to develop both your technical prowess and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, aligning it with our clients' evolving needs and expectations.
Key Responsibilities:
* Manage escalations from 1st/2nd Line Support
* Oversight of ticket system (Jira)
* Identify and address training requirements promptly
* Coach and lead technicians and apprentices
* Provide hands-on technical support
* Coordinate weekend on-call duties
* Drive process improvements and lead change initiatives
* Conduct team performance reviews and appraisals
* Maintain backup procedures and customer information
Requirements:
* Proven experience in team management and customer service
* Proficiency in ticket systems (Jira)
* Familiarity with server roles (AD DS, DNS, DHCP, etc.)
* Expertise in Windows Server 2012, 2016 & 2019
* Knowledge of Microsoft Windows 7 - 11
* Understanding of WiFi technologies and network topologies
* Familiarity with routers, managed switches, and related hardware
Preferred Experience:
* Microsoft certifications
* ITIL V3 or V4
* VMware ESXi
* UniFi WiFi systems
* Veeam Backup and Replication
* Draytek Routers
* 3CX Phone System
The Ideal Candidate:
* Hardworking and enthusiastic
* Confident communicator with excellent interpersonal skills
* Strong organisational and time management abilities
* Exceptional problem-solving and troubleshooting skills
* Attention to detail and commitment to accuracy
* Demonstrated leadership capabilities
Benefits:
* Company-provided work phone and laptop
* Sick pay and pension scheme
* Casual dress code with provided company polo shirts
* Opportunities for skill development and training with industry leaders
* Birthday off as holiday
* Free on-site parking at our air-conditioned office
* Team building activities and social events
* Convenient access to Chippenham train station
If you're ready to join a dynamic team and contribute to our mission of excellence, apply below!