3rd Line Team Leader

Base pay range

As a Service Desk Team Leader, you will be responsible for assisting the Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures within the team.

Personal and Team Development: 55%

• Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour
• Train and coach members of the Service Desk (1st Line & 2nd Line) & Field to ensure that their knowledge grows with the role
• Responsible for Quarterly reviews within the 3rd line team
• Deputise as Head of Service Desk where required

User Support and advice: 20%

• Fully understand the service Bechtle has been engaged to deliver in line with contractual arrangements
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Aid the Head of Service Desk to coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teams
• Ensure that all tickets are prioritised and assigned appropriately and in accordance with XLA’s and client SLA’s

Comply with Bechtle’s standard working practices: 20%

• Comply with all company, department and client policies and procedures to include attending team meetings and completion of administrative tasks
• Assist the Head of Service Desk with maintaining departmental standards and professionalism
• Promote and ensure the department adheres to Bechtle ITIL processes and procedures

Research and Development: 5%

• Provide feedback on ways to further improve the operation of the division and ensure that continual service improvement objectives are met

• Experience working for an MSP
• Advanced knowledge within the following pillars:
  Networking, Server, Storage, Hardware, Security, Cloud, Modern Workplace
• Certifications highly desired: VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, VMC
• Coaching/mentoring, motivational skills and performance management
• Flexibility to cope with an ever-changing workload and availability of resources
• Good understanding and technical capability

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
• Location – close to the M4 with a modern, up to date living space and ample parking.
• Subsidised health care/medical benefits
• Annual Leave – 25-30
  * days plus
  
  B.H’s + optional 2 weeks unpaid.
  * Increases with time spent

Reports to: Head of Service Desk

• Mid-Senior level

• Full-time

• Information Technology
• Industries
• IT Services and IT Consulting