IT Service Desk Team Lead - SLA, Escalations & Coaching

Estio Training; Leeds; On-site; GBP 38,000 - 48,000; Full time

Job summary

Estio Training in Leeds is looking for a Service Desk Team Leader to manage the Service Desk team and ensure that all calls are answered in accordance with company policy. This role involves providing technical guidance and being a point of escalation for team queries while monitoring problem tickets for resolution within SLA.

The ideal candidate will have experience in leading service desk teams, strong technical knowledge of Microsoft systems, and familiarity with SLAs. Occasional travel to other centres such as Manchester, London, and Birmingham will be required.

Qualifications

• Experience in managing service desk teams.
• Strong technical understanding of Microsoft systems.
• Knowledge of service level agreements (SLAs).

Responsibilities

• Ensure Service Desk calls are answered according to company policy.
• Provide technical guidance and answer calls when needed.
• Monitor problem and change tickets to ensure timely resolution.
• Travel to other centres as required.

Skills

Microsoft operating systems

Microsoft Office 365 administration

Firewalls (preferably Fortinet)

Antivirus (preferably Sophos)

Job description

Rapidly expanding business with offices in the centres of Leeds, Manchester, Birmingham and London. Our strategically located training centres have enabled us to become one of the UK’s leading IT and Digital Apprenticeship providers. Our passion, drive and commitment to closing the digital skills gap across the UK permeates all departments in our business: We are looking for individuals with this shared passion to join our dedicated Delivery team to help tackle the skills gap head-on, one learner at a time. Our commitment to ensuring that our programmes serve both our client’s and our learner’s needs first has led to opportunities to deliver our apprenticeships to leading UK employers across a variety of sectors.

Job Description

As a Service Desk Team Leader, you will be responsible for ensuring that Service Deskcalls are answered by the Service Deskteam in accordance with company policy for both response time and telephone manner. You will be part of the Service Deskteam, providing technical guidance and answering the phone when the rest of the team are busy. You will be a point of escalation for the team and will ensure that our escalation policy is adhered to and service levels are followed.

You will manage:

• The Service Desk Team Leader, including consultation on personal development reviews, one to one meetings, performance evaluations and disciplinary responsibilities. You will also actively provide feedback to the team.
• You will be a point of escalation for the team and will monitor problem and change tickets to ensure that they are resolved within SLA.
• You will work closely with the IT Manager to plan, monitor, resolve and coordinate activity as well as weekly KPI reporting to the business.
• Travel will be involved to other centres (Manchester, London and Birmingham)

Key Technical Requirements:

• Microsoft operating systems (and server)
• Microsoft Office 365 administration
• Firewalls (preferably Fortinet)
• Antivirus (preferably Sophos)

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply

Job Location