Service Desk Team Lead – First Line Support

Itrm; Sidcup; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Paid overtime or time off in lieu

Twenty-five days annual leave

Contributory pension scheme

Job summary

Itrm in Sidcup is looking for a 1st Line Service Desk Team Leader to oversee the support team, ensure quick resolution of client tickets in accordance with Service Level Agreements (SLAs), and maintain high standards of customer service.

The role demands a clear communicator with strong technical knowledge across various technologies. You'll be responsible for mentoring other team members while managing ticket quality and team workloads. Competitive salary and benefits included.

Qualifications

• Excellent customer service skills and ability to articulate solutions clearly.
• Experience managing Service Desk tickets and ensuring client satisfaction.
• Flexibility to work outside core business hours as required.

Responsibilities

• Ensure timely resolution of Service Desk tickets according to SLAs.
• Provide first line support and troubleshoot issues for customers.
• Mentor other team members and manage workloads effectively.

Skills

Customer service skills

Technical knowledge across multiple technologies

Problem-solving

Communication

Windows (8-10) and Mac OS knowledge

User administration (Active Directory, Exchange/Office365)

Tools

Microsoft Office Suite

Hardware troubleshooting

Job description

Itrm in Sidcup is looking for a 1st Line Service Desk Team Leader to oversee the support team, ensure quick resolution of client tickets in accordance with Service Level Agreements (SLAs), and maintain high standards of customer service.

The role demands a clear communicator with strong technical knowledge across various technologies. You'll be responsible for mentoring other team members while managing ticket quality and team workloads. Competitive salary and benefits included.