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Service Desk Team Leader

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Job Description


Our client is seeking a Service Desk Team Leader to join their team permanently. The Service Desk Team Leader will be driving a team of engineers to perform to the best ability within IT Support. The Service Desk Team Leader will need experience within a management role and must have experience in 3rd-line support.

Key Responsibilities for the Service Desk Team Leader:

Acting as a point of escalation and guidance for technical, operational, and process queries
Lead a team and its response based on ticket priority, SLA, and other operational factors
Assist the Head of Support Services to coordinate the flow of tickets within your team, ensuring the right person is on the right job and at the right time
Support other Service Desk Team Leaders as required
Work service tickets that align with your technical ability
Provide coaching, and feedback and identify training needs and raising with HoSS
Escalate concerns and seek appropriate guidance from HRSkills Required for the Service Desk Team Leader:

Demonstrable experience managing customer relationships
Experience in line managing a small team
Experience in a Service Desk Environment as a 3rd Line Engineer
Demonstrable experience in a high-pressured environment, multitasking and reprioritizing workstreams to meet operational needs
Proven ability to work as part of a team and communicate effectively.If this role is of interest, please apply for additional information or contact Thomas Edevane

Job Summary

West Malling, Kent Location
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