Service Desk Team Lead

Trusted Technology Partnership; England; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A leading IT support organization located in Ringwood is seeking a Service Desk Team Lead to oversee the incident management process and enhance customer service delivery. The ideal candidate will have at least a year of relevant experience and a strong grasp of ITIL best practices. This role offers a competitive salary along with company profit share, hybrid working options, and significant opportunities for career progression.

Benefits

Company Profit Share

22 days annual leave plus bank holidays

Birthday as additional paid leave

Private Medical Insurance

Pension Scheme

Hybrid Working

Fresh fruit and refreshments

Qualifications

• 12 months experience in a similar role.
• Experience managing people including performance reviews.

Responsibilities

• Manage incident and request lifecycle.
• Assist with operational Service Desk cover.
• Monitor and report service desk activity.

Skills

ITIL v3/v4 best practices

Customer service

Team management

Time management

Job description

Service Desk Team Lead

Location: Ringwood, Hampshire

Salary: GBP26k GBP28k DOE + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role:

• We are looking for a Service Desk Team Lead to help us deliver outstanding service to our customers.
• You will be managing the incident and request lifecycle.
• Assist with operational Service Desk cover during busy periods.
• Identifying and reporting escalations and major incidents.
• Monitoring and reporting of service desk activity.
• Feeding in new and innovative ideas.
• Managing a team of Service Desk Technicians.

Skills & Experience

To succeed in this role, you will need knowledge of utilising ITIL v3/v4 best practice as well as experience within an IT customer service environment.

You will also demonstrate:

• Accountability and responsibility for your workload.
• Helpful and approachable attitude.
• Excellent time management skills.
• You will have at least 12 months experience in a similar role.
• Ideally you will have had at least 12 months experience managing people, including day to day management e.g. absences, holidays, performance reviews.

This role is subject to a clear standard DBS check being received.

The Package:

• Company Profit Share (first GBP3,600 is tax free)
• 22 days annual leave plus bank holidays, increasing with length of service
• Birthday as additional paid leave
• Additional paid leave (dependent on company performance)
• Company sick pay policy
• Pension Scheme
• Private Medical Insurance including dental
• Free Parking
• Hybrid Working
• Progression opportunities
• Fresh fruit, the occasional pizza and a posh coffee machine!

Trusted Technology Partnership

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.

We are an Employee Ownership Trust, a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments.

Join our friendly company, where a great team and a positive culture await you.