At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers’ Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client’s individual needs and shaping our services around the unique requirements of legal sector firms and their users. Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think. Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day. Right now we are recruiting for a 2nd Line Service Desk Team Leader to join our Service Operations team in Daresbury (Hybrid) The Role As a 2nd Line Service Desk Team Leader you will provide robust service delivery to our clients, you will oversee the day-to-day running of our 2nd line service desk Engineers, monitoring and reporting KPI data to ensure service levels are being delivered. Your main responsibilities will include: Maximise resources through effective prioritisation and time management for you and your team. Creating accurate and robust MI to lead and progress the team's performance Collaborate with all of IT and wider business to build strong working relationships. Conduct regular reviews of team members, encouraging personal development plans and performance. Play an active role in incident resolution and escalations, co-ordinating response groups, ensuring tickets are raised, managing communications to the business Promote a culture of innovation, and encourage idea sharing and testing. Create, manage and maintain knowledgebase articles ensuring the reliability of technical information available to the team Carry out call listening and quality audits with the relevant coaching and feedback to drive service excellence across the team Take ownership and be accountable to ensure our Client Service Promises are consistently achieved We are looking for someone that can demonstrate the below essential criteria: Proven record in people management ideally within an MSP environment Excellent relationship management, and stakeholder management skills Excellent written and verbal communication skills Works well under pressure and to deadlines Logical analysis and troubleshooting skills Tech-wise you will need vast experience in: ITIL Foundation Microsoft Office 365 Exchange Online, OneDrive, SharePoint Online Windows 8.1 and later Microsoft Exchange 2013 and later Email security products, e.g. Mimecast / MessageLabs Citrix XenDesktop 7.15 and later (administration, user support) Benefits We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team. Hybrid working 25 days holiday Bank Holidays your birthday off Enrolment into our Company Pension Scheme Wellbeing programme including an Employee Assistance Programme Instant access to our Benefit Hub Training and development programme tailored to your role and career goals