Service Desk Team Lead

T2M Resourcing Ltd; Halesowen; In loco; GBP 32.000 - 39.000; Tempo pieno

Descrizione del lavoro

T2M Resourcing Ltd is recruiting a Service Desk Team Lead to guide the first line team, act as the senior escalation point, and support the Service Desk Manager. The role focuses on hands-on leadership, onboarding new starters, knowledge sharing and driving service improvement.

Ideal candidates have 2+ years in senior first or second line, with ITIL knowledge and experience mentoring others. The MSP background and a customer-service focus are highly valued in this fast-moving environment.

Competenze

• 2+ years at senior first line or second line level on a service desk (MSP preferred).
• Experience leading, supervising or mentoring others, whether formally or as the go-to person.
• Good grasp of ITIL and service management, including SLAs, ticket queues, prioritisation and major incidents.

Mansioni

• Lead the first line team as senior escalation point for complex issues.
• Onboard new starters, run knowledge sharing, and drive service improvement.
• Be the go-to person on the team, mentoring peers and shaping processes.
• Collaborate with the Service Desk Manager to enhance delivery and customer outcomes.

Conoscenze

ITIL knowledge

Team mentoring

Senior first/second line

Customer service

MSP experience

Descrizione del lavoro

T2M are currently working with an award-winning managed service provider who, off the back of continued growth and new contract wins, are now creating a brand new Service Desk Team Lead role, reporting into the Service Desk Manager.

A long-established provider of managed IT across both public and private sectors with decades of experience and a reputation for reliability, the business helps clients work smarter and safer by supporting IT services, deploying cloud infrastructure, and managing security, comms and much more.

• Up to £35k.
• Mon to Thu 8:30 to 5:30, early finish at 5 on Fridays

What will you be doing?

As Service Desk Team Lead, you’ll lead the first line team, acting as their senior escalation point and right hand to the Service Desk Manager. There’s no formal line management, but you’ll be the one developing the team, onboarding new starters, running knowledge sharing and driving service improvement. It’s a great step for a strong senior first or second line engineer who’s already the person everyone turns to and wants that recognised.

What are we looking for?

To be successful as Service Desk Team Lead you will have the following skills and experiences:

You’ll have at least 2 years at senior first line or second line level on a service desk, ideally within an MSP, and you’ll still enjoy getting hands on with the complex escalations that land on the desk. You’ll have some experience leading, supervising or mentoring others, whether formally or as the go-to person on your current team.

You’ll have a good grasp of ITIL and service management, be comfortable working through SLAs, ticket queues, prioritisation and major incidents, and know your way around the metrics that matter like first contact resolution, backlog and CSAT. More importantly, you’ll be someone who spots why the same tickets keep coming back and does something about it, whether that’s better knowledge articles, self service or automation.

Just as important, you’ll care about customer service, stay calm when the phones are ringing off the hook, and be able to keep both the team and the customers in the loop when things go wrong.

What can you expect?

Why you’ll love it there:

A solid team can make or break delivery. If you are looking to find a team that will push you to grow and have your back when things get tough, this role is going to tick all your boxes.

They’ve more than doubled their seat count in the last 6 months, with enterprise contract wins and a track record in delivery across midmarket and enterprise. Things are moving quickly, as will the responsibilities, promotional and personal development opportunities, and with a newly created role there’s real scope to shape what it becomes.

You’ll have the backing of an experienced Service Desk Manager and the chance to build a desk you’re proud of, in an environment that focuses on technical delivery, pace and family life. Socially the team plays football, sim racing, some keen runners and a passion for motorsports.

T2M Resourcing is an equal opportunities employer.