Service Desk Team Lead

Netcompany; Leeds; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Team Lead in the Intelligent Service Desk team, where you'll provide operational leadership and foster team growth. This role is essential in ensuring effective support for multiple clients across diverse sectors. With a focus on service improvement and team collaboration, you'll drive initiatives that enhance service delivery. The company offers a hybrid working model, competitive benefits, and a culture that values agility and inclusivity. If you're passionate about technology and leadership, this is an exciting opportunity to make a real impact.

Benefits

Private Medical Health Care

Pension Contribution

Life Assurance

Professional Certifications

Retail Discounts

Employee Resource Groups

Qualifications

• 3+ years experience in IT Service Desk or relevant Team Lead experience.
• Strong organizational and communication skills.

Responsibilities

• Manage day-to-day operations of the Intelligent Service Desk team.
• Conduct ticket analysis and generate reports.

Skills

IT Service Desk Management

Team Leadership

Performance Management

ServiceNow Administration

Microsoft Azure

ITIL Foundation

Cloud Monitoring

Tools

ServiceNow

Microsoft Intune

Office 365

Job description

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs.

Job Description

We are looking for an experienced Team Lead to join our rapidly developing Intelligent Service Desk team. This role will be to provide operational leadership, alongside another Team Lead, for 20-30 staff. The primary responsibilities will include managing day-to-day operations, ensuring effective support, and overseeing workload management for multiple Netcompany clients across various business sectors. Strong organizational, planning communication and interpersonal skills are essential.

Key responsibilities:

• Assist with supporting the growth and development of the Intelligent Service Desk team.

Qualifications

Key Skills/Experience/Qualifications:

• Minimum 3 years in an IT Service Desk with Shift Supervisor, Team Lead or Junior Manager experience. (or relevant experience as a Team Lead at Senior level within Netcompany).
• Must be UK National able to achieve SC Clearance
• Must be available to work in the Leeds office on a consistent basis (minimum 60%)
• Assisting with performance reviews, improvement plans, and disciplinary discussions.
• Managing multiple priorities and working effectively under pressure.
• Initiating and driving team and service improvement activities.
• Fostering teamwork by setting tasks and goals for team members.
• Understanding service status, commercial aspects, and delivery requirements.
• Supporting multiple clients across diverse environments.
• Enhancing the team's capability to deliver exceptional service.
• Conducting ticket analysis, identifying trends, and generating reports.
• Administering and reporting within ServiceNow (preferred)
• Microsoft Azure, Intune and Office 365 knowledge and administration.
• Cloud monitoring toolsets
• ITIL Foundation (a strong understanding of ITIL framework and best practices.

Additional Information

Benefits include

• Hybrid working model with some flexible working
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

Netcompany is a Danish publicly traded IT consultancy headquartered in Copenhagen, Denmark.