Job Title: Service Desk Team Leader
Location: Nottingham
Reporting to: Service Desk Manager
Purpose:
To manage a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.
Support the Service Desk Manager in implementing career pathways for all engineers encouraging personal development.
Duties and Responsibilities:
1. Ensures the team are operating effectively and efficiently to deliver against KPIs, SLAs and customer satisfaction targets
2. Manages the performance of technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal development
3. Call quality and ticket closure checks to ensure company standards are being met and to ensure tickets are set correctly for billable/non billable works.
4. Maintains relationships with clients to ensure effective two-way communication
5. Manage escalations within the team, from engineers or customers, through to resolution
6. Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap
7. Conduct regular service quality checks ensuring the team and individual engineers achieve service and process standards
8. Act as part of an out-of-hours management escalation process when required
9. Ensure the company’s Information Security Management System (ISMS) and all relevant policies are adhered to at all times
10. Escalate calls to the 3rd Line when appropriate
11. Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable
12. Reviewing and approving engineer timesheets.
Qualifications, Knowledge and Experience:
Essential:
13. Demonstratable service management experience
14. 3-5 years working in a senior technical role
15. Experience in managing senior technical engineers
16. Experience in managing and leading employees
17. Previous technical background
18. Strong communication skills
19. Experience of working within an MSP or similar environment
20. Ability to work under pressure
21. Flexibility with working hours
Desirable:
22. ITIL certified
23. Major incident management experience
24. Current and valid driving licence
25. Experience of ConnectWise
The Benefits
Joining Air IT means unlicking a world of perks and opportunities, including;
26. Hybrid working options for a better work-life balance
27. 25 days annual leave plus bank holidays
28. Ongoing learning and development opportunities
29. Cycle to work scheme and technology vouchers
30. Enhanced family leave
31. Celebration day - an additional day off each year to celebrate an occasion important to you
32. Salary sacrifice pension
33. 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
34. Company social events and competitions
35. Discount and Cashback Scheme
36. Group Income Protection
37. Life Insurance
38. EAP and Virtual GP Service
At Air IT we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.
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Details
Type
Permanent - Full Time
Location
Sandiacre, Nottinghamshire
Job Function
Service
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