IT Service Desk Team Leader (Hockley)

Seetec Business Technology Centre; Castle Point; On-site; GBP 44,000; Full time

Job description

Job Role

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

You'll 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'll 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're offering a competitive salary of £44,000p.a. with these great benefits:

25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2 Volunteer Days
Pension - 5% Employee 5% Employer
Healthcare Cash Plan, incl. 3 x salary life assurance
Annual Salary Review
Refer A Friend Scheme
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 01702 595200.

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 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

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

Skills and Experience

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