Service desk team leader

razorblue role: We are looking for a Service Desk - Team Leader to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass: Manage remote client support team in investigating issues, resolving requests, documenting incidents, adhering to SLAs, and ensuring excellent service. Direct line management of service desk staff including performance reviews, training, scheduling, and mentoring. Recruit and interview new hires. Monitor support delivery KPIs like response times, issue resolution, and user satisfaction. Identify and drive continuous improvements. Maintain standards through process oversight. Escalate issues appropriately. Promote professional development and progression opportunities for employees. Plan resourcing and schedules proactively to meet business needs. Our perfect candidate should be an experienced service desk professional, who can lead a team and have a wealth of knowledge spanning various technologies. Being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must! Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here. razorblue requirements: We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own personal growth mindset, we would love you to apply. · Leadership people management skills · Strong communication, and relationship-building skills · ITIL Foundation certification · Administering Microsoft Active Directory, Exchange Server Office 365 · Degree or degree equivalent qualifications is desirable · People centric approach service · Competent with Windows desktop application support · Tablet and mobile device support · Network troubleshooting incl. ping and trace route · An understanding of razorblue s business, clients and the market it works in · Knowledge of Microsoft Group Policy · An understanding of Microsoft Azure AD Sync and Azure AD Connect · Excellent conversational fluency in English is required to clearly explain complex technical issues Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level. razorblue gives: Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate. If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our teams drive for learning, resulted in 34 promotions being granted in 2022. We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork. Our other benefits include: · Base salary of up to £38,000 per annum depending on skills and knowledge · Hybrid working · Flexitime hours to suit your work life fit · 25 days holidays per annum + public holidays + the ability to purchase up to 10 more · Your birthday off (Obviously!) · £2000 Referral Scheme Bonus – if you know any other techies that want to join razorblue! · Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us) · Fully funded training and accreditations to expand your skillset · Two paid charity volunteering days per year (corporate social responsibility is important us) · Discounted Broadband (Necessity) · Life insurance · Private Health Insurance with AXA Health · Quarterly team social fund · Cycle to Work scheme · Gear up with the latest tech toys through our partnership with Currys · Cruise around in an eco-friendly electric car with our EV Scheme We re committed to creating an inclusive and accessible recruitment process. Please don t hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We re here to support you. razorblue are: Our story began in the early 2000’s with one employee, 17 year old, (now CEO) Dan. We’ve grown a bit since then, razorblue now has over 170 employees across the UK, 7 offices, 500 clients across the UK, and a trophy cabinet bursting with awards. Our astonishing 35% year-on-year growth can be attributed to the powerful impact of the ongoing wave of digital transformation and to the dedication of our amazing team. We stay ahead of the curve, adopting the latest technologies and working in partnership with industry leading suppliers. Our Managed IT Services provide 24/7 proactive support for our clients with a specialist in-house service team based in the UK. We are all about finding expert technology solutions for complicated business problems using our unique and comprehensive, end-to-end product portfolio. We have the best people working for us, and we want them to grow and flourish. We invest heavily in our internal teams giving them plenty of opportunities to develop and progress. As a result of people development, our employees stick around. #teamrazorblue use their expertise in innovative ways to help our clients grow and succeed through new technologies. Agencies/Recruiters Please Note: To maintain an efficient and direct application process, we ask that recruitment agencies refrain from contacting us regarding our vacancies. We encourage individual candidates to apply directly through our website, as it enables us to manage our hiring process more effectively. Razorblue does not accept unsolicited speculative CVs. We take no liability for fees or commissions if hiring someone who applied directly or was sourced through other means. Any emailed disclaimers indicating otherwise will not supersede this policy. Candidates must be submitted only in response to specific requisitions from our talent acquisition team. Your cooperation in this matter is greatly appreciated and contributes to our efforts in finding the best possible fit for our team. Rest assured; we ll reach out if we ever need assistance from agencies. Thanks for understanding! Job Types: Permanent, Full-time Salary: Up to £38,000.00 per year Benefits: Additional leave Bereavement leave Canteen Casual dress Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Flexitime Free parking Health wellbeing programme Life insurance On-site parking Paid volunteer time Private dental insurance Private medical insurance Referral programme Sick pay Store discount Work from home Schedule: Flexitime Monday to Friday Ability to commute/relocate: Manchester: reliably commute or plan to relocate before starting work (required) Experience: Technical support: 2 years (required) Leadership: 1 year (required) Licence/Certification: Driving Licence (required) Work authorisation: United Kingdom (required) Work Location: Hybrid remote in Manchester Reference ID: VAC23507