Service Desk Team Leader – 2nd Line Support Office 365 Exchange Azure VMware Northampton
About the Role:
We are currently seeking a skilled and motivated Service Desk Team Leader for our client based in Northampton. As a Service Desk Team Leader, you will play a crucial role in assisting the Technical Services Manager in managing the overall operations of the Service Team. This includes leading your own team, working towards specific objectives, ensuring SLAs and XLAs are met, and collaborating with other team leaders to enhance the overall customer experience. Your responsibilities will also involve handling escalations, addressing complaints, and driving process improvements within the team.
Collaborate with the Technical Services Manager to coordinate service desk and field operations.
Prioritize and assign calls according to OLA’s and client SLA’s.
Ensure that all staff adhere to the service desk code of conduct and quality objectives.
Coordinate the delivery of high-quality service to all company offices and external clients.
Act as a deputy for the Technical Services Manager when required.
Maintain the operational service desk during core business hours.
Provide guidance and coaching to the support team to help customers make the most of available systems and applications.
Exceed department quality objectives and escalate service calls when necessary.
Foster strong communication both internally and externally within the service team.
Ensure job sheets are accurately completed daily.
Serve as a key liaison between various business departments and the service department, ensuring swift responses to problems, ideas, issues, and queries.
Establish and maintain effective working relationships with department team leaders and managers.
Monitor and report on team and division performance.
Provide technical support to the department and customers.
Offer feedback to improve the operation of the division and meet continual service improvement objectives.
Self-motivated with a positive attitude.
Previous experience working for a Managed Service Provider (MSP).
Strong IT technical skills.
Excellent communication and organizational skills with a team-oriented mindset.
Ability to excel in a dynamic environment that values both hard work and a positive atmosphere.
Collaborative team player.
What We Offer:
3/5 years IT Service desk experience
12 months + Team leader experience
Hybrid Working (3 days in/2 days out).
Competitive salary range: £40,000 – £45,000, depending on experience.
Vibrant company culture with social events, a supportive atmosphere, and a strong work ethic.
Perks such as incentives (holidays, vouchers, lunches, spot prizes).
Access to top-of-the-range technology for both office and remote work (laptops, screens, latest iPhone, etc.).
Subsidized healthcare and medical benefits.
Generous annual leave: 25-30 days plus B.H’s, with an option for an additional 2 weeks unpaid.
Progression plan with training and mentorship opportunities.
Experience and Skills:
Strong coaching/mentoring, motivational skills, and performance management.
Adaptability to cope with an ever-changing workload and resource availability.
Proactive approach with a positive can-do attitude.
Excellent communication and organizational skills.
Strong technical understanding and capability.
Ability to work independently and take initiative.
Proficient in written skills for job reporting and documentation.
Reports to: Technical Services Manager
If you are a talented IT professional seeking an opportunity to lead and make a significant impact, we invite you to apply for this Service Desk Team Leader position in Northampton. Join our client’s dynamic team and be a part of an environment that values hard work, teamwork, and continuous growth. Apply now and take the next step in your career!
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