Service Desk Team Lead - Systems Integrator

Hamilton Barnes Associates Limited; England; On-site; GBP 30,000; Full time

Job summary

A leading UK IT services provider is seeking a Service Desk Team Leader to oversee daily operations and ensure SLA compliance. The ideal candidate will have previous leadership experience in a technical support environment, a strong understanding of IT systems, and exceptional communication skills. Benefits include health and dental coverage, and a salary of £30,000 per annum.

Benefits

Dental benefits

Health benefits

Qualifications

• Previous experience in a leadership or team lead position within a Service Desk or technical support environment.
• Strong understanding of IT systems and troubleshooting.
• Excellent verbal and written communication skills in English.

Responsibilities

• Oversee day-to-day Service Desk operations, ensuring SLA compliance.
• Lead and motivate the team, resolving conflicts and maintaining high morale.
• Implement new processes and manage escalations aligned with performance KPIs.

Skills

Leadership experience

Customer service

Technical support

ITIL practices

Communication skills

Tools

Microsoft Office

IT Service Management (ITSM) tools

Power BI

Job description

Are you looking for an exciting new opportunity? Join a leading UK channel-only IT services provider, backed by Ingram Micro and headquartered in Northwich, Cheshire. Established in 2002, this organisation delivers comprehensive support ranging from design and installation to ongoing and managed services, exclusively through partner resellers, ensuring it never competes directly with end clients.

With nearly 200 professionals supporting over 850 partners and maintaining more than 30,000 active support contracts, they offer vendor-agnostic maintenance, cloud platforms, and lifecycle management backed by world-class infrastructure. Renowned for their high-calibre team and dedication to going the extra mile, the company earned accolades such as the 2023 CRN Services Provider of the Year and holds prestigious accreditations from Cisco, Microsoft, VMware, ISO, and CREST.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Key Responsibilities:

• Oversee day-to-day Service Desk operations, ensuring SLA compliance and optimal task coverage.
• Prioritise workloads and manage resource allocation across the team.
• Lead and motivate the team, resolving conflicts and maintaining high morale.
• Implement new processes and support continuous improvement initiatives.
• Hold regular team meetings and address employee concerns or suggestions.
• Provide support for engineers and partners dealing directly with end users.
• Manage escalations and workflows aligned with performance KPIs.
• Identify and implement improvements in support processes and documentation.
• Ensure timely and informative communication during outages and planned works.
• Manage resourcing to cover absences, including arranging overtime if required.
• Lead during major incident escalations and communicate effectively with stakeholders.
• Ensure team adherence to Business Management and Information Security systems.
• Identify training needs and recommend development plans to senior leadership.
• Mentor, coach, and train team members to support career growth and performance.
• Monitor individual and team performance, addressing any conduct, attendance, or output issues.
• Ensure all direct reports are aligned with defined job roles and objectives.

Requirements:

• Previous experience in a leadership or team lead position within a Service Desk or technical support environment.
• Strong understanding of IT systems, troubleshooting, and ITIL practices.
• Professional, structured, and proactive approach to customer service and operations.
• Familiarity with Microsoft Office and IT Service Management (ITSM) tools.
• Extensive knowledge of broadband and voice products (FTTC, FTTP, MPF, VOIP, CPS) and Ethernet technologies.
• Experience working in the telecoms industry preferred.
• Excellent verbal and written communication skills in English.
• Familiarity with Power BI is advantageous.

Benefits:

• Dentist
• Health

Salary:

• £30,000 per annum