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Date Added: Thu 22/04/2021

Helpdesk Team Leader

Walton-on-Thames, UK
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Job Type: Permanent

Salary: £30000 - £40000 / annually

Helpdesk Team Leader

Our client is urgently looking for an experienced and technical (hands-on) Helpdesk Team Leader to join their team in Walton-On-Thames, on a permanent basis. The Helpdesk Team Leader will be required to pick up and troubleshoot support tickets when resource demands and participate on the Engineer On-call rota. Core technologies include MDM, Cloud Security, VMWare, Networking and VPNs.

Our client is looking for someone who has a balance between a practical team leader, as well as the technical capability and willingness to get involved and roll up their sleeves.

You will be rewarded with a highly competitive salary, bonus scheme as well as some truly brilliant benefits, including but not limited to onsite café, parking and gym, staff incentives, Private healthcare, Life Insurance and much more!

Helpdesk Team Leader - Responsibilities:

  • Management of resource availability & requirements
  • Effective team coaching and mentoring
  • Consistent delivery of quality management information / report
  • Identification of customer escalations & following of appropriate processes
  • Organise & co-ordinate team daily activities
  • Pick up support tickets when required or if staff resource is low
  • Ensure all required shifts are fully resourced
  • Manage staff holidays & sickness ensuring necessary staffing levels at all times
  • Ensure team KPI targets are achieved on a consistent basis
  • Ensure high levels of Customer satisfaction is achieved at all times
  • Implement Improvement Plans, with supporting processes & procedures
  • Own & Manage the 24x7 specific work instructions & procedures
  • Own & Manage the 1st level of the escalation process according to guidelines
  • Maintain & Manage Customer SLA expectations
  • Provide an environment that will encourage the development of team members
  • Appraise team members according to process
  • Produce Regular Management Reports containing quantitative & qualitative measures
  • Active involvement in the recruitment of all new team members
  • Participation in on-call engineer rota. Some out of hours working will be required to support business critical periods and manage major customer issues.

Helpdesk Team Leader - Key Skills:

  • Core technologies include MDM, Cloud Security, VMWare, Networking and VPNs
  • Technical background
  • Management activity experience in a similar environment
  • Previous experience in the Managed Services industry
  • Excellent Customer Service skills with a strong customer focus
  • Ability to guide & instruct colleagues/team members
  • Experience of ITSM tools
  • Willingness to be flexible & get involved

Helpdesk Team Leader

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