Service Desk Team Leader
NRG are working in partnership with a well-established MSP in the North East looking to recruit a Service Desk Team Leader. The successful individual will be responsible for the smooth operation of front-line IT support, ensuring customer service requests and incidents are managed and solutions implemented to deliver a first-class service to their clients.
Key Responsibilities:
- Controlling scheduling and workload through management of team's ticketing queue
- Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team.
- Mentoring, coaching, management support and development including appraisals, evaluations and reporting of individual performance targets for their direct reports, plus oversight of their direct reports
- Performance monitoring, setting and reporting of the teams' KPIs, targets and goals to Senior Management and wider company
- Carrying out recruitment activities as required
Required Experience:
- Previous experience as a team leader in a similar role
- IT support experience with a preference of MSP background
- Experienced in employee line management
- Experience with ticketing frameworks
- Solutions driven, confident and friendly approach when dealing with customers
- Ability to work well to deadlines and under pressure
- Full UK drivers license
Interested? Apply now!..... click apply for full job details