IT Service Desk Team Leader

Seetec; Hockley; On-site; GBP 44,000 - 50,000; Full time

Job summary

An established industry player is seeking an IT Operations Team Leader to guide a dedicated team of 2nd and 3rd line support engineers. This pivotal role emphasizes exceptional customer service and operational excellence, ensuring adherence to SLAs and fostering strong relationships with both customers and internal stakeholders. The ideal candidate will possess in-depth IT systems knowledge and a track record of motivating IT professionals. In return, you will receive a competitive salary and a range of attractive benefits, making this opportunity an exciting prospect for those looking to make a significant impact in IT operations.

Benefits

25 days annual leave + Bank Holidays + Birthday Day off

2 Volunteer Days

Pension - 5% Employee 5% Employer

Healthcare Cash Plan

Annual Salary Review

Refer A Friend Scheme

Access to BenefitHub for retail discounts

Qualifications

• Extensive experience in IT support roles with a focus on service delivery.
• Proven ability to lead and motivate IT professionals effectively.

Responsibilities

• Oversee daily operations of the 2nd & 3rd Line IT Support Team.
• Identify service improvement areas through performance analysis.
• Lead and mentor the IT support team to enhance customer satisfaction.

Skills

IT Systems Knowledge

Service Desk Management

ITIL Foundation

Project Management

Team Management

Complaints Handling

Data Analysis

Customer Liaison

Education

ITIL Foundation Level Accreditation

Tools

IT Helpdesk Software

Job description

We are recruiting an IT Operations Team Leader to oversee NexSphere's 2nd and 3rd line support engineers, ensuring exceptional customer satisfaction and service delivery.

You will be responsible for ensuring that all agents adhere to organisational standards, maintain courteous and professional conduct, and meet their targets related to SLAs, customer satisfaction, and problem management.

The role will also be pivotal in fostering successful relationships with customers and internal stakeholders within the NexSphere Group. It involves enhancing the service offering, driving service improvements, handling escalations related to service disruptions or performance issues, and leading critical incident management.

Our successful candidate will have in-depth knowledge of IT Systems and the ability to lead and motivate other IT professionals. You will have extensive experience of working within an IT support role and working with IT helpdesk software.

In return for your dedication, knowledge, and commitment, we are offering a competitive salary range of GBP44,000 - GBP50,000 p.a. (dependent upon experience) with these great benefits:

1. 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2. 2 Volunteer Days
3. Pension - 5% Employee 5% Employer
4. Healthcare Cash Plan, incl. 3 x salary life assurance
5. Annual Salary Review
6. Refer A Friend Scheme
7. Free access to BenefitHub an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits

Interested? There’s an easy to apply route below to upload your CV! If you need any further information, talk to our experienced Internal Recruitment Team on (phone number removed).

NexSphere Business Solutions is part of the Seetec Group, an employee-owned organisation. We continually pride ourselves on our sense of community, both in the incredible work we do throughout the UK and Ireland, and internally with our employee-owners. People are at the front, centre, and heart of every service we provide and each decision we make.

Location: Hockley, Essex
Hours: 37 hours a week. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm
Closing Date: 23 April 2025

Key Responsibilities:

1. Oversee the daily operations of the 2nd & 3rd Line IT Support Team.
2. Identify areas of service improvement by analysing performance and data.
3. Monitor and report on SLAs.
4. Take the lead in developing customer satisfaction metrics.
5. Responsible for the identification and creation of Knowledge Base articles based on incoming demand.
6. Work to drive reduction of incoming support calls based on trend analysis.
7. Lead, mentor and develop the team.

Skills and Experience:

1. In-depth knowledge of IT Systems and a comprehensive understanding of operating a service desk and their management systems.
2. Hold ITIL Foundation level accreditation or equivalent professional qualification.
3. Experience of project management.
4. Capability to work within relevant ICT related standards.
5. Ability to manage and motivate a team of IT professionals.
6. Experience of working for a Managed Service Provider.
7. Complaints handling, acted as point of escalation for vendors and commercial customers.
8. Ability to negotiate and liaise with both external and internal customers.
9. Ability to gather, analyse and assimilate information quickly.

Additional Information:

NexSphere Business Solutions (Part of the Seetec Group) is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.

Dependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec supports the recruitment of ex-offenders and will not discriminate in any way. Our full policy statement of Ex-Offenders can be found on our website under About us.

Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.