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Service Desk Team Leader

Posted 1 February by Brightred Resourcing Ltd Ended

Service Desk Team Leader: Delivering innovative IT solutions and services we seek an accomplished Service Desk Team Leader to inspire the trust and respect of the team and stimulate a productive environment. Reporting to the Service Desk Manager, the role involves demonstrating a strong 'Can Do’ attitude to customer service, coupled with a good knowledge of technology and a full understanding of the ITIL framework. The focus of the Service Desk Team Leader is to deliver a high level of customer service and professionalism within the department.

Key Skills & Experience for the Service Desk Team Leader

  • 1-2 years’ experience on an MSP service desk
  • ITIL - must understand principles
  • Proven track record managing teams
  • Working with customers of circa 50+ users
  • Able to demonstrate ability for continuous improvement
  • Exceeding customers’ expectations
  • Microsoft Windows 7 and above troubleshooting (desirable)
  • Microsoft Active Directory user management (desirable)
  • Microsoft Exchange administration (desirable)
  • Basic knowledge LAN, WAN, VLAN (desirable)
  • Virtualisation (VMWare, Hyper-V)
  • Microsoft Office 365 knowledge/understanding (desirable)
  • Backup administration and troubleshooting (desirable)

Responsibilities will include for the Service Desk Team Leader will include:

  • Queue management and appropriately logging all incidents and requests within the ticketing system
  • Manage and set appropriate expectations of customers.
  • Document customer specific procedures and ensure adequate knowledge transfer
  • Review team performance and quality control results with the team
  • Define and agree upon professional development goals
  • Identify opportunities for growth and enhancement for team members
  • Incorporate regular and timely performance feedback and coaching
  • Regularly meet with team leaders and manager to review metrics
  • Induction and training for new starters as required


  • All requests responded to within agreed targets
  • All requests resolved within agreed targets
  • Aged tickets within agreed targets
  • Customer satisfaction within agreed targets
  • Employee satisfaction within agreed targets

Required skills

  • Incidents
  • ITIL
  • Service Desk
  • Team Leader
  • Windows

Reference: 34378449

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