Service Desk Team Lead - 1st Line Support
Location : Portsmouth
Salary : £33,000
Role Overview
We are looking for an enthusiastic and experienced Service Desk Team Lead to oversee a team of 1st Line Support Analysts. You will ensure excellent service delivery to clients by managing the team responsible for handling reactive and proactive customer requests across multiple channels, including ITSM platforms, phone, chat, and email.
Your primary focus will be ensuring smooth operations, meeting service level agreements (SLAs), and fostering a positive and productive team environment. You will also play a key role in improving processes and developing team members' technical and customer service skills.
Key Responsibilities
Team Management
Lead and mentor the 1st Line Support team, ensuring they deliver a high level of customer service. Develop and manage individual Performance Development Plans and conduct regular performance reviews. Recruit, train, and develop team members to enhance their technical and customer service skills. Oversee shift schedules to ensure adequate support coverage during business hours. Encourage a culture of continuous improvement and collaboration within the team. Ensure all changes to support processes and tools are communicated effectively to the team. Service Management & Reporting
Manage ticket quality, ensuring compliance with SLAs and KPIs, and provide regular feedback to the team. Use performance metrics to identify areas for improvement and implement enhancements. Collaborate with Service Delivery Managers to ensure clients receive exceptional support. Maintain an awareness of customer needs and service agreements to deliver tailored solutions. Produce regular and ad hoc reports on team performance and service delivery metrics. Create and maintain accurate documentation, including procedures, Knowledge Base articles, and technical resolutions. Skills and Qualifications Required
Technical Skills
Strong knowledge of ITSM platforms and ticketing systems. Familiarity with common IT support tools and monitoring systems. Understanding of ITIL frameworks and best practices. Experience in creating and maintaining support documentation. Leadership and Management Skills
Proven ability to manage and motivate a support team effectively. Experience in developing and implementing training plans. Strong organizational skills for managing schedules and team workflows. Analytical and Communication Skills
Ability to analyze data and metrics to improve service delivery. Excellent communication skills for liaising with clients and internal stakeholders. Strong problem-solving skills and a proactive approach to identifying and addressing issues.
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Lead and mentor the 1st Line Support team, ensuring they deliver a high level of customer service. Develop and manage individual Performance Development Plans and conduct regular performance reviews. Recruit, train, and develop team members to enhance their technical and customer service skills. Oversee shift schedules to ensure adequate support coverage during business hours. Encourage a culture of continuous improvement and collaboration within the team. Ensure all changes to support processes and tools are communicated effectively to the team. Service Management & Reporting
Manage ticket quality, ensuring compliance with SLAs and KPIs, and provide regular feedback to the team. Use performance metrics to identify areas for improvement and implement enhancements. Collaborate with Service Delivery Managers to ensure clients receive exceptional support. Maintain an awareness of customer needs and service agreements to deliver tailored solutions. Produce regular and ad hoc reports on team performance and service delivery metrics. Create and maintain accurate documentation, including procedures, Knowledge Base articles, and technical resolutions. Skills and Qualifications Required
Technical Skills
Strong knowledge of ITSM platforms and ticketing systems. Familiarity with common IT support tools and monitoring systems. Understanding of ITIL frameworks and best practices. Experience in creating and maintaining support documentation. Leadership and Management Skills
Proven ability to manage and motivate a support team effectively. Experience in developing and implementing training plans. Strong organizational skills for managing schedules and team workflows. Analytical and Communication Skills
Ability to analyze data and metrics to improve service delivery. Excellent communication skills for liaising with clients and internal stakeholders. Strong problem-solving skills and a proactive approach to identifying and addressing issues.
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