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Service Desk Team Leader

2 months ago

Mountain View, California, United States Cranswick plc Full time

**Job Summary**

The primary function of this 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, and inspiring and motivating the Service Desk Team to provide exceptional support services and a great customer experience.

The individual will report to the IT Infrastructure Manager and be responsible for driving forward and delivering progress across the Service Desk.

**Key Responsibilities**

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

• Providing support to internal customer base and handling escalations.

• Managing tickets based on urgency and technical availability/business impact.

• Reviewing tickets based on age, SLA, and priority, working with all members of the wider team to ensure tickets are actioned accordingly.

• Maintaining strong relationships with customers.

• Being 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 and problem-solving.

• Have solid experience in a helpdesk or technical support (Wintel) environment.

• Highly organized and able to work on own initiative to complete the range of tasks required.

**About Cranswick plc**

Cranswick plc is a leading UK-based food company that produces a range of high-quality food products. As a Service Desk Team Lead, you will be working in a fast-paced and dynamic environment, supporting the company's IT infrastructure and ensuring that service performance meets targets.