Service Desk Team Lead

Ingram Micro Australia Pty Ltd; Northwich; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading IT Service Provider based in the UK is seeking a Service Desk Team Lead to oversee operations and ensure top-tier service delivery. The role involves managing team productivity, priority setting, and developing team members in a dynamic environment. Ideal candidates should have strong IT knowledge, team leadership experience, and effective communication skills. Competitive salary and benefits are offered for motivated associates.

Benefits

Competitive base salary

Comprehensive benefits package

Qualifications

• Experience working in the telecoms industry.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with broadband and voice products, e.g., FTTC, FTTP, VOIP.
• Understanding of ITIL frameworks.

Responsibilities

• Manage Service Desk productivity and ensure SLAs are met.
• Prioritize engineers’ tasks effectively.
• Support and mentor team members.
• Ensure customer satisfaction at all times.

Skills

Structured and proactive approach

Detail-oriented and organised

Time management skills

Strong communication skills

Positive team player

Tools

IT Service Management (ITSM) tools

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Service Desk Team Lead

Are you a tech-savvy individual with strong communication and leadership skills, looking to build your career in people management? Join our team as a Team Lead and provide essential assistance to stakeholders while growing your expertise in a dynamic environment.

About the Role

As part of the Operations team, you will play a key role in delivering the highest level of service to our customers. You will be a part of a team of highly skilled engineers dealing with high value customers. You will link into all parts of the business across Comms-Care as well as external suppliers. As Team Lead, you will be responsible for leading and managing your assigned team for all the day-to-day operational responsibilities, sickness cover, workflow and escalation management.

As a Service Desk Team Lead you will:

• Manage Service Desk productivity and make sure all tasks are properly covered to ensure all defined SLAs are met.
• Proper prioritization of engineers’ tasks and activities
• keep the team motivation and resolve any conflicts that might arise
• Lead by example and help with implementation of new processes or changes
• Hold regular meetings with direct reports and address all raised topics and concerns
• Support partners and engineers who are on the front-line, liaising directly with end users.
• Perform towards meeting agreed objectives, individual and team KPIs
• Workflow management in line with KPIs and escalation management
• Be proactive in identifying potential areas of development in support processes
• Ensuring customers satisfaction at all times
• Ensure outage and planned working notifications are sent out in a timely manager and sufficient information
• Team resource management to ensure any absence is adequately covered utilizing overtime where required
• Provide leadership and direction during the escalation of major service outages
• Ensure that self and team members are familiar with the company’s business management system and information security management system and comply with the requirements of those frameworks
• Identify training requirements and make recommendations to line manager
• To support, mentor, develop and provide internal on the job training/ coaching to team members
• Highlighting any performance, conduct and attendance issues to line manager
• Ensure that all direct reports are working to and measured against their defined job standards and personal objectives

In order to set you up for success we are looking for the following skills and experience:

• Professional, structured and proactive approach to projects and customers.
• Positive and approachable team player.
• Detail-oriented and organised approach to work.
• Efficient and productive with good time management skills.
• Proven ability to meet internal and external deadlines.
• Experience working in the telecoms industry.
• Strong understanding of IT systems and troubleshooting methods.
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
• Extensive knowledge of Broadband and Voice products e.g. FTTC, FTTP, MPF, VOIP, CPS. Power BI.
• Extensive knowledge of Ethernet products
• Understanding of ITIL frameworks
• Excellent communication skills in English, both written and verbal.
• Strong organisational skills and the ability to work under tight deadlines.

About us
Comms-care, part of the Ingram Micro Group, is a multi-award winning, channel only, leading IT Service Provider supporting customers across the UK & Ireland. Our HQ is situated on Cheshire Business Park in Lostock Gralam and is usually a hive of activity providing excellent service to our customers.

Make an application to join the team!

Our team is as much about our people as it is our customers and business partners. Our fantastic#oneteammentality has allowed us to continue delivering phenomenal service to our customers. We want associates with a strong desire to succeed. We offer a competitive base and benefits package.