Job ID 306012
2nd Line Service Desk Team Leader
They will need to be from a tech background as they will be a "technical team lead" so they may need to roll their sleeves up from time to time and do some tech work.
They need to have 3-4 years experience of managing a service desk team ideally in MSP environment
Day to day they will:
Make sure the calls/emails are being dealt with and assigned to engineers manage call queues etc..
Creating accurate and robust MI to lead and progress the team's performance – report MI to the Service Desk Manager
Conduct 1-2-1 performance management reviews, encouraging personal development plans and performance.
They will get involved with incident resolution and escalations (co-ordinating response groups, ensuring tickets are raised, managing communications to the business and clients etc..)
Carry out call listening and quality audits with the relevant coaching and feedback
Take ownership and be accountable to ensure our Client Service Promises are consistently achieved
Proven record in people management ideally within an MSP environment
Excellent relationship management, and stakeholder management skills
Works well under pressure and to deadlines
Logical analysis and troubleshooting skill
Tech-wise they will need a good 4/5 years of working experience:
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)
25 days holiday + Bank Holidays + birthday off
Enrolment into our Company Pension Scheme (3% employer 5% employee)
Wellbeing programme including an Employee Assistance Programme
Instant access to our Benefit Hub / discount on loads of stuff
Training and development programme tailored to their role and career goals
Sandwich vans come 2/3 times a day
Free tea and coffee (water) – Juice, soda
Fruit (there is usually food knocking about)
Reward and recognition – monthly/quarterly and annual prizes (trip abroad for the winners)
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website