Job Title: Technical Team Leader
This role is responsible for managing the daily operations of the Service Desk team, ensuring high-quality support delivery and efficient handling of incidents and requests. The successful candidate will work closely with management and other stakeholders to ensure an exceptional user experience.
Key Responsibilities:
• Monitor day-to-day activities and queues of calls and tickets to ensure timely response and resolution in line with service level agreements (SLAs).
• Create and deliver weekly performance appraisals for staff, including quality checks and constructive feedback.
• Conduct 3- and 6-month review meetings with team members to assess progress, performance, and development needs.
• Manage and resolve user escalations and complaints, ensuring issues are handled promptly and professionally.
• Participate in daily coordination meetings with other Team Leads to review operational impacts and priorities across the Centre of Excellence (COE).
• Attend weekly meetings with the Management Team to provide updates, share insights, and discuss service performance.
• Take part in working groups with Management, contributing to service improvements, policy development, and process enhancements.
• Provide monthly feedback to staff on team structure, performance, and progress toward goals.
• Identify trends and patterns in ticket data and team performance to drive service improvements and operational efficiency.
Required Skills and Qualifications:
• Proven experience in a technical support or service desk environment, ideally in a leadership or supervisory role.
• Strong understanding of ITIL principles and service management best practices.
• Excellent people management and coaching skills, with the ability to motivate and develop a high-performing team.
• Demonstrated ability to prioritise workloads, manage incidents, and maintain SLA performance.
• Strong analytical and problem-solving skills, with a focus on service quality and user satisfaction.
• Excellent communication and interpersonal skills, with the ability to build strong relationships across teams and stakeholders.
• Hands-on experience with incident, request, and change management tools.
• Solid technical knowledge of core IT infrastructure, including Windows OS, Microsoft 365, networking fundamentals, and remote support tools.
• Ability to work effectively under pressure and during major incidents.
Benefits:
• 30 days annual leave + bank holidays
Skills: sla ticketing system servicenow management service desk