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Service Desk Team Leader

3 months ago

Mountain View, California, United States Cranswick plc Full time

**Service Desk Team Leader**

**Summary**

The primary function of the role is to lead the day to day operations of the Service Desk, supporting the wider business, ensuring that service performance meets targets at all times. This will be achieved by managing, developing, reporting to the IT Infrastructure Manager on tickets etc. and inspiring and motivating the Service Desk Team to provide exceptional support services and a great customer service.

The individual will report to the IT Infrastructure Manager. The individual must be able to drive forward & deliver progress across the service desk.

**Main duties include (but not limited to):**

Responsible for the service desk team who provide 2nd and 3rd line technical support to a diverse internal customer base across a wide range services including desktop support, hardware maintenance and repair, mobile device management, telephony, Office 365, Windows Server, hyper V, SQL, networking, firewalls & internal business applications

Providing support to internal customer base and handling escalations

Managing tickets based on urgency and technical availability/business impact

Review tickets based on age, SLA & priority. Working with all members of the wider team to ensure tickets are actioned accordingly

Maintaining strong relationships with customers

Be the point of escalation for the service desk on technical and operational issues

**Requirements, experience and person specification**

Be passionate about delivering an efficient and customer focused service desk.

Have an eye for delivering efficiency and improvements.

Have strong technical and business knowledge

Hands-on approach

Natural aptitude for troubleshooting & problem solving

Have solid experience in a helpdesk or technical support (wintel) environment

Highly organised and able to work on own initiative to complete the range of tasks required

A full job description is available upon request

Salary to be discussed at interview stage

If you are an internal applicant, please ensure you have made your line manager aware before applying and confirm this when submitting your application.

**To apply, please submit your covering letter and CV to:

Please indicate salary expectations

Closing date: 31st January 2021**

Please note that if a suitable candidate is found, this closing date may be brought forward