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Service Desk Team Leader

Location: Stockport


Working for an expanding MSP organization, the Service Desk Team Leader will be workingwithin a busy Service Desk, leading a team that provide IT support services to a portfolio of Quadris clients. The Service Desk Team Leader will be responsible for ensuring high quality response/resolution through incident management andr equest fulfilment processes. 

The Service Desk Team Leader will oversee the daily running of the Service Desk and will act as the first point of escalation for all Service Desk Technicians, leading, mentoring and managing workload for the technicians. The Service Desk Team Leader will also be responsible for training Service Desk colleagues in line with targets set by the Service and Support Manager.  The Service Desk Team Leader will report into the Service and Support Manager.

Key roles

  • 88Day to day line management of a team of Service Desk Analysts. 
  • Contribute to and deliver improvements that supportthe continuous improvement of processes and controls within the team, adoptingITIL best practices where possible.
  • Provide status reporting to the Service and SupportManager.
  • Monitorticket volume and response times to ensure that Service Level Agreements arebeing met
  • Develop andcoach team members to improve performance and delivery of service.
  • Identify and manage training and development needsin line with company procedures.
  • Manage organisational change within team.
  • Regular Team Meetings.
  • Bi annual appraisals, monthly one-to-ones, trainingand development plans.
  • Contribute to the timely resolution of customerescalations, providing corrective actions.
  • Through monitoring and leadership ensure the teamachieve and exceed relevant SLAs and KPI's.

Essential Experience

  •        Minimum 2 years' experience as a Senior ServiceDesk Technician or as a Team Leader in a relevant IT environment.
  •      2 years' experience working within ITIL processframework.
  •        Demonstrableexperience in a service and customer facing role.
  •        Experience indesigning and implementing service functions or improving existing services.
  •        Experience& knowledge of network management & monitoring tools.
  •        Experience insupporting email platforms including Office365 & Proofpoint.
  •        Experience inmanagement of enterprise AV solutions.

Desirable Experience

  •         VMWare Certified Professional (VCP).
  •         Citrix XenApp support experience.
  •        Dell Hardware support and Maintenance.
  •        Microsoft Certifications.
  •        Experience managing providers and externalescalation points.
  •        Knowledge of Dell hardware: PC, server and networkswitches.
  •        Experience of Process Automation.
  •       ITIL v3 Certificiation


  •         Excellent customer service skills and good written and verbal communication skills.
  •        A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
  •        Effective prioritisation and execution of tasks in a high-pressure environment
  •        Support documentation management skills
  •        Robust people management and influencing skills
  •        Excellent organisational skills and excellent level of knowledge of IT technologies and processes.
  •        Knowledge of call logging technology and processes.
  •        Experience working to SLAs/OLAs in a similar environment.
  •        Relevant ITIL qualification and or Experience.
  •        Working knowledge of IT and its technical elements.
  •        Working knowledge and configuration of Windows operating systems, Server and clients ona networked environment.
  •        Working knowledge of backup and disaster recovery methodologies.


Dependent on experience

How to apply

If you think this opportunity is a perfect fit then we would love to hear from you. Please send your CV to careers@quadris.co.uk