Service Desk Technician - Team Lead

POSITION DETAILS:

Position Title:

Service Desk Team Leader

Reports to (POSITION):

EUC Service Delivery Manager

Location:

Leatherhead, United Kingdom

Job Type:

Staff – Full Time

Working Pattern:

Hybrid (2 day a week WFH) upon successful completion of probation / training plan

BYTES:

Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SMEs, corporates, and public sector organizations to modernize and digitally transform their IT infrastructures.

We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey.

PURPOSE OF JOB:

(OVERALL DESCRIPTION OF THE POST WITHIN THE TEAM AND ORGANISATION)

As a Technical Service Desk Team Leader, you will manage and lead the Service Desk team, ensuring high-quality support and service delivery. You will be responsible for managing resource planners, conducting 1:1 meetings, team meetings, and performance reviews. You will also handle more complex tickets, share knowledge, and serve as a role model and mentor for the entire team. Your organizational and methodical approach will ensure all areas of the Service Desk responsibilities are managed effectively.

KEY RESPONSIBILITIES:

• Lead and manage the Service Desk team, providing guidance and support.
• Manage resource planners, ensuring adequate coverage and efficient use of resources.
• Conduct regular 1:1 meetings, team meetings, and performance reviews.
• Provide first-line technical support via phone, email, and chat.
• Diagnose and resolve hardware and software issues efficiently.
• Manage and prioritize service requests and incidents.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records of all support interactions in the service desk system.
• Assist with the setup, configuration, and maintenance of IT equipment.
• Provide guidance and training to users on IT-related topics.
• Collaborate with other IT team members to enhance service delivery.
• Act as a primary point of support for other team members, offering guidance and assistance.
• Take ownership of more complex tickets and ensure timely resolution.
• Share knowledge and best practices with the team to improve overall service quality.
• Serve as a role model and mentor for the entire team, promoting a positive and collaborative work environment.
• Learn and better understand the FreshService ticketing system to enhance day-to-day activities.
• Own the process of putting forward and encouraging others to suggest ideas for improvement.
• Coordinate and publish IT announcements.
• Maintain systems support information and documentation for both end users and within the team.
• Develop and implement training programs for new hires and ongoing training for existing staff.
• Monitor and report on team performance metrics, identifying areas for improvement.
• Ensure compliance with IT policies and procedures.
• Manage the escalation process, ensuring timely resolution of critical issues.
• Foster a culture of continuous improvement within the team.
• Participate in the recruitment and onboarding of new team members.

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Qualifications

• Operating Systems – Windows 10, Windows 2012/ 2016
• Client Applications – Microsoft Office, Microsoft Teams
• Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards)

• Certifications such as CompTIA A+, Network+, or ITIL.
• Experience with service desk software and remote support tools.
• Knowledge of cloud services and virtualisation technologies.

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Additional Qualifications, Skills and Knowledge

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or service desk role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic network concepts.
• Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools.
• Excellent problem-solving and communication skills.
• Positive attitude towards problem-solving and learning new technologies.
• Adaptable and flexible in an ever-evolving environment.
• Customer-focused and driven to resolve incidents and requests accurately and promptly.
• Demonstrated leadership skills and experience in managing teams, conducting performance reviews, and mentoring team members.

DESIRABLE

ESSENTIAL DESIRABLE

DESIRABLE

DESIRABLE

ESSENTIAL ESSENTIAL

ESSENTIAL ESSENTIAL

ESSENTIAL

Qualities

• Articulate, literate, presentable, customer facing & technically astute.
• Self-motivated enthusiastic and willing to learn.
• Punctuality & good time keeping are essential.
• Team Player
• Commercial Awareness

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Working Hours and Benefits

Working Hours:

The EUC support team covers business hours from 08:00 to 17:30, Monday to Friday.

Diversity and Inclusion:At Bytes Technology Group, we believe that diversity and inclusion are key to fostering innovation and creativity. We are committed to creating a workplace where everyone feels valued and respected, regardless of their background, identity, or beliefs. We encourage applications from all qualified candidates and are dedicated to providing equal opportunities for all employees.

Company Culture:At Bytes Technology Group, we live by our motto, "Grow great people." We believe in investing in our colleagues and supporting their individual career journeys. Our culture is built on continuous learning, collaboration, and the personal and professional growth of our team members.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment.