ServiceDesk Team Lead UK

ServiceDesk Team Lead
Based: Whitechapel, London (Hybrid)
Type: Full Time
Salary: £42K - £44K
Eligibility: You must be eligible to work in the UK

The Service Desk Team Lead (SDTL) is a pivotal role within our IT managed services provider, responsible for leading a team of up to 8 service desk analysts and engineers as well as conducting 2nd Line Analyst duties, with an expected split of 70%/30% of 2nd Line to SDTL duties. Reporting to the Service Desk Manager, the SDTL will ensure the effective resolution of support tickets, manage escalations, and maintain high levels of customer satisfaction. Working hand in glove with colleague SDTL’s, this role is integral to maintaining the operational efficiency of our service desk and ensuring seamless escalation and de-escalation processes with the 3rd line team.

Skills and Experience Required

• Proficient in Verbal and written English
• Analytical and systematic approach to problem solving
• Experience of leading a team or other relevant experience
• Able to follow defined ITIL processes
• A commitment to knowledge sharing and clear, detailed documentation
• Can work to strict SLA’s, OLA’s and KPI’s
• Welcoming, personable, articulate and conscientious
• Able to converse with at all organisational levels, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers.
• The ability to explain technical concepts in easy terms
• The ability to prioritise and manage time under pressure
• A positive attitude with the ability to resolve customer problems and requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues
• Experience working for the non-profit sector an advantage

Technical Skills

• Strong ability to fault find and problem solve under pressure, remotely using various toolsets.
• Working knowledge of Microsoft 365
• Knowledge of ITIL and management of ITSM toolsets
• Working knowledge of Microsoft Azure.
• Working knowledge of Microsoft Windows Server technologies – Server / Exchange / Active Directory.
• Working knowledge of AV/EDR as well as RMM toolsets such as N-Central, DattoRMM, NinjaOne
• Working knowledge networking infrastructure – LAN / WAN / DNS / Firewalls etc.

About Smartdesc

Smartdesc is a leading IT Managed Service Provider (MSP) whose focus is the UK non-profit sector, one of the largest in the world at over £55bn. We work with national household names, social enterprises and public-sector bodies. We are priority partners with both Microsoft and ServiceNow.

Our mission is to provide non-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

We have a strong focus on personal development and a “promote from within” culture. This means structured Professional Development Plans, access to market leading e-Learning and certifications, monthly protected learning time and paid-for certifications to support your development. Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully picked to ensure they share our values.