IT Service Desk Team Lead - SLA, Escalations & Coaching

Rapidly expanding business with offices in the centres of Leeds, Manchester, Birmingham and London. Our strategically located training centres have enabled us to become one of the UK’s leading IT and Digital Apprenticeship providers. Our passion, drive and commitment to closing the digital skills gap across the UK permeates all departments in our business:
We are looking for individuals with this shared passion to join our dedicated Delivery team to help tackle the skills gap head-on, one learner at a time. Our commitment to ensuring that our programmes serve both our client’s and our learner’s needs first has led to opportunities to deliver our apprenticeships to leading UK employers across a variety of sectors.

As a Service Desk Team Leader, you will be responsible for ensuring that Service Deskcalls are answered by the Service Deskteam in accordance with company policy for both response time and telephone manner. You will be part of the Service Deskteam, providing technical guidance and answering the phone when the rest of the team are busy. You will be a point of escalation for the team and will ensure that our escalation policy is adhered to and service levels are followed.

You will manage:

• The Service Desk Team Leader, including consultation on personal development reviews, one to one meetings, performance evaluations and disciplinary responsibilities. You will also actively provide feedback to the team.
• You will be a point of escalation for the team and will monitor problem and change tickets to ensure that they are resolved within SLA.
• You will work closely with the IT Manager to plan, monitor, resolve and coordinate activity as well as weekly KPI reporting to the business.
• Travel will be involved to other centres (Manchester, London and Birmingham)

Key Technical Requirements:

• Microsoft operating systems (and server)
• Microsoft Office 365 administration
• Firewalls (preferably Fortinet)
• Antivirus (preferably Sophos)

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