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Vacancies for omniaPLUS

Service Desk Team Leader *Management *Support *ITIL *Customer Focused

The organisation:

The company is an expanding SME IT support company based in Essex with the aim to provide global IT support within the coming years. With 10 years’ experience and a wealth of IT knowledge the company believe in supporting their staff and providing the best service to their customers.

The responsibilities:

You will be responsible for a growing team of support Engineers in the Essex office, and will be responsible for the day to day leadership of the team.
It will be your duties to police the service desk to ensure the highest standards of service are being provided at all times
Responsible for ensuring targets are met
Ensuring SLA’s are met
Responsible for all Engineer activity and held accountable for operational recommendations to increase efficiency and effectiveness to the company directors on a weekly/ monthly basis.
Provide training to new joiners with continuous mentorship
Responsible for Engineer resourcing to ensure maximum efficiency at all times
Relay any concerns/ praises to company directors on a weekly basis with performance reviews for all Engineers
Monitoring of all calls in call logging system, picking up on any escalations or potential complaints
Daily Engineer reports to be created to show individual statistics and targets which is to be relayed back to company directors at the end of each week, with a monthly meeting to discuss any required further actions/ disciplinary.
Responsible for random spot checks to customers for feedback on how to improve service and quality of service

Experience and Skills:

  • Must have experience leading previous service desk teams, ideally in an IT environment
  • Excellent customer service skills
  • Excellent verbal and written communication
  • ITIL qualification an advantage but not a necessity
  • Ability to lead teams effectively and efficiently following company policies and procedures
  • Ability to manage and motivate all staff
  • A strong passion for the IT industry
Salary: £35,000
Type: Permanent
Location: Essex
Reference: LE10076