Service Desk Team Leader
We are looking for a Service Desk Team Leader to join our growing team of like-minded people. You will champion a client-centric mindset within your team and be dedicated to driving continuous service improvement. Providing an environment that empowers your team to excel in providing exceptional customer experiences will be a key focus area.
Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must!
Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.
Responsibilities
- Manage a client support team in investigating issues, resolving requests, documenting incidents, adhering to SLAs, and ensuring excellent service.
- Direct line management of service desk staff including performance reviews, training, scheduling, and mentoring. Recruit and interview new hires.
- Monitor support delivery KPIs like response times, issue resolution, and user satisfaction. Identify and drive continuous improvements.
- Maintain standards through process oversight. Escalate issues appropriately.
- Promote professional development and progression opportunities for employees.
- Plan resourcing and schedules proactively to meet business needs.
Qualifications
- Leadership & people management skills
- Strong communication, and relationship-building skills alongside a People centric approach
- ITIL Foundation certification desirable
- Administering Microsoft Active Directory, Exchange Server & Office 365
- Competent with Windows desktop & application support
- Tablet and mobile device support
- Network troubleshooting incl. ping and trace route
- An understanding of razorblue's business, clients and the market it works in
- Knowledge of Microsoft Group Policy
- An understanding of Microsoft Azure AD Sync and Azure AD Connect
- Excellent conversational fluency in English is required to clearly explain complex technical issues
Benefits
- Base salary of £35000 per annum
- Hybrid working
- 25 days holidays per annum + public holidays + the ability to purchase 10 more
- Your birthday off (Obviously!)
- £2000 Referral Scheme Bonus – if you know other techies that want to join us
- Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us)
- Fully funded training and accreditations to expand your skillset
- Two paid charity volunteering days per year
- Discounted Broadband (Necessity)
- Life insurance
- Private Health Insurance with AXA Health
- Quarterly team social fund
- Cycle to Work scheme
- Gear up with the latest tech toys through our partnership with Currys
- Cruise around in an eco-friendly electric car with our EV Scheme
We are committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.
Agencies/Recruiters Please Note
To maintain an efficient and direct application process, we ask that recruitment agencies refrain from contacting us regarding our vacancies. We encourage individual candidates to apply directly through our website, as it enables us to manage our hiring process more effectively. Razorblue does not accept unsolicited speculative CVs.
We take no liability for fees or commissions if hiring someone who applied directly or was sourced through other means. Any emailed disclaimers indicating otherwise will not supersede this policy. Candidates must be submitted only in response to specific requisitions from our talent acquisition team.
Your cooperation in this matter is greatly appreciated and contributes to our efforts in finding the best possible fit for our team. Rest assured; we'll reach out if we ever need assistance from agencies. Thanks for understanding!
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