Join our dynamic team!

We are a leading Managed Service Provider based in Chippenham, renowned for delivering gold standard IT support.

Position: Service Desk Team Leader Location: Chippenham, UK Type: Full-time

Salary: £33,000.00-£38,000.00 per year

Overview: As the Service Desk Team Leader, you'll report to the IT Manager, overseeing our service desk operations. This role offers a unique opportunity to develop both your technical prowess and leadership skills, with ample room for career progression. You'll play a pivotal role in enhancing our service delivery, aligning it with our clients' evolving needs and expectations.

Key Responsibilities:

Manage escalations from 1st/2nd Line Support
Oversight of ticket system (Jira)
Identify and address training requirements promptly
Coach and lead technicians and apprentices
Provide hands-on technical support
Coordinate weekend on-call duties
Drive process improvements and lead change initiatives
Conduct team performance reviews and appraisals
Maintain backup procedures and customer information

Requirements:

Proven experience in team management and customer service
Proficiency in ticket systems (Jira)
Familiarity with server roles (AD DS, DNS, DHCP, etc.)
Expertise in Windows Server 2012, 2016 & 2019
Knowledge of Microsoft Windows 7 - 11
Understanding of WiFi technologies and network topologies
Familiarity with routers, managed switches, and related hardware

Preferred Experience:

Microsoft certifications
ITIL V3 or V4
VMware ESXi
UniFi WiFi systems
Veeam Backup and Replication
Draytek Routers
3CX Phone System

The Ideal Candidate:

Hardworking and enthusiastic
Confident communicator with excellent interpersonal skills
Strong organisational and time management abilities
Exceptional problem-solving and troubleshooting skills
Attention to detail and commitment to accuracy
Demonstrated leadership capabilities

Benefits:

Company-provided work phone and laptop
Sick pay and pension scheme
Casual dress code with provided company polo shirts
Opportunities for skill development and training with industry leaders
Birthday off as holiday
Free on-site parking at our air-conditioned office
Team building activities and social events
Convenient access to Chippenham train station

If you're ready to join a dynamic team and contribute to our mission of excellence, apply below!