Teamlead Sales Remote (m/w/d)

New Today

Service Desk Team Lead Herne Bay, Kent - Office Based £25 Days Holiday 40 Hours Per Week 8am-6pm Service Desk (OOH On-Call) -We are recruiting for a Service Desk Team Lead to join a well-established Managed Service Provider based in Herne Bay. This position is ideal for someone who enjoys leading a service desk team and wants to focus on operational excellence being responsible for the day-to-day management and performance of an 11-engineer service desk team. The business supports clients across: - Microsoft environments - End-user support - Cyber security - Connectivity & networks The service desk uses Autotask PSA, and tickets are typical MSP-style incidents across the full service stack. Reporting to the Service Director, you will be responsible for overseeing service desk operations, ensuring SLA and KPI performance, and leading the team to deliver consistently high customer satisfaction Service Desk Team Lead . Ticket allocation and workflow management SLA performance and KPI delivery Customer escalations and complaints Team scheduling, holidays and out-of-hours rota Continuous service improvement You will be accountable for CSAT scores, first-time fix rates, response times, utilisation and overall service performance. Oversee daily service desk operations Act as escalation point for customer issues and complaints Present reporting and performance insights to stakeholders Strong understanding of ticket lifecycle management ITIL accreditation - Microsoft certifications Most importantly, you must genuinely care about service quality and customer experience. 40 hours per week - Service desk operates 8am-6pm Monday to Friday - Participation in out-of-hours on-call rota - Office based in Herne Bay If you are currently a Senior Engineer who already mentors others, or a Service Desk Supervisor ready for more ownership, this could be an excellent next step
Apply
Location:
Herne Bay
Job Type:
FullTime

We found some similar jobs based on your search