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Service Desk Team Leader
Job Posted: 22 hours ago
Salary: £ 30,000/Annum
Job Type: Permanent
Location: Middlesbrough, North Yorkshire
Expire in: a month
Job Description
Join a forward-thinking MSP that's committed to delivering top-tier IT solutions and support to a diverse range of businesses. Known for its dynamic approach and tech-driven culture, this company is focused on creating a collaborative, growth-oriented environment. With strong partnerships with industry giants, they offer exciting opportunities for experienced engineers looking to take their skills to the next level.
Service Desk Team Leader
Middlesbrough / Onsite
£30,000
Daily Duties:
Oversee the Service Desk and internal IT systems, ensuring high performance and alignment with KPIs.
Act as the first point of escalation for customer issues, ensuring timely resolution and service improvements.
Monitor and manage SLAs, ensuring service levels are met and exceeded.
Analyse call statistics, ticket queues, and service performance, allocating resources where necessary.
Lead and implement process improvements across internal systems, including CRM and Helpdesk tools.
Manage and schedule Service Desk resources, ensuring adequate staffing for support and project delivery.
Conduct service reviews with third-party suppliers, driving quality and process enhancements.
Identify training needs within the team and support staff development through mentoring and coaching.
Ensure the dispatch calendar is effectively managed and aligned with business needs.
Provide cover for the Service Delivery Manager when required.Tech Stack:
Office 365 - administration and support
Windows Server - maintenance and troubleshooting
Networking - routers, switches, firewalls, and VPNs
IT Service Management - CRM/Helpdesk systems and ITIL-based processesCompany Benefits:
Ongoing training and development opportunities, with support for professional certifications.
Competitive salary and clear career progression paths within a growing IT team.
A collaborative and supportive working environment, focused on innovation and efficiency.
Additional benefits For further information or any queries, please contact me at 0191. 249. 3639 or via email at Darcey . obyrne @ in technology group . com.
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