Hours: After/evenings
Summary:
We are looking for a dedicated and proactive Support Desk Team Leader to oversee the day-to-day operations of our first-line support team. This role is critical in ensuring the smooth and efficient running of our support desk, maintaining high-quality service, and fostering a positive team environment.
Responsibilities:
Manage day-to-day operations of the support desk, monitor the ticket queue, ensure SLAs are met, and escalate tickets as needed to ensure swift resolution.
Inspire, mentor, and manage a team of first-line support technicians, fostering a productive and positive team culture.
Conduct regular one-on-ones and performance reviews, providing constructive feedback and celebrating successes.
Participate in a management on-call rota to handle first-line HR-related matters outside of regular office hours.
Ensure the team resolves IT issues promptly, efficiently, and to a high standard, stepping in when issues require additional attention.
Support your team's professional growth by coaching, providing development opportunities, and creating tailored career development plans.
Manage team schedules, ensuring coverage for sickness and holidays, and ensuring optimal resource allocation.
Skills and Requirements:
Experience within an IT desk/ MSP environme...