IT Support Desk Team Leader

IT
January 7, 2024

Job Description


Job title: IT Support Desk Team Leader

Company: Aztech IT Solutions

Job description: About The Role

Aztech IT has grown from strength-to-strength since 2006 and we were recently recognised in Britain Best 50 Managed IT companies. We pride ourselves in having a team ethos and employee-centric environment.

Aztech are seeking a client-driven, IT Support Desk Team Leader that has previous IT Managed Service Provider (MSP) experience, to manage our newly formed Apprentice Support Desk and part of the IT Support Desk Team. The team will consist of two 1st Line IT Support Technicians and six IT Support Desk Apprentices, based at our Milton Keynes office.

As an IT Support Desk Team Leader, you will manage the ticket queue and allocate the relevant team members the support tickets based on their knowledge and ability. You will also be expected to mentor team members and help guide them with any challenging technical queries that they face. Previous experience with a ticketing system like ConnectWise is essential as you will be managing the queue and liaising with other IT Support Desk Team Leaders at Aztech IT, ensuring that we are providing the service that is expected by our clients.

The ideal candidate will have a minimum of two years’ experience from the background of an IT Managed Service Provider on a busy support desk in a technical role. This opportunity would suit someone that is looking for their first step into management or someone that enjoys helping to develop the next generation of IT support professionals.

It is essential to have a passion for technology and provide outstanding customer service.

Key Responsibilities

  • Manage service desk tickets in accordance with client SLA’s
  • Distribute, escalate and progress tickets where necessary through the ticketing system.
  • Mentor and manage team member personal development through monthly1-2-1’s and annual reviews.
  • Manage & provide basic KPI’s for service desk to directors on a monthly basis and development reports for apprentices.
  • Ensuring that regular one-to-one’s take place with team members.

Skills / Attributes Required

  • A minimum 2 years experience in an MSP environment in a technical role.
  • Previous experience of managing a ticket queue using a ticketing system (ConnectWise, HaloPSA, ServiceNow)
  • Good at mentoring junior members of a team and understanding the development needs.
  • Able to document technical solutions in a documentation tool (IT Glue).
  • Clear and confident communicator at all levels and abilities

Technical Skills

  • Microsoft Azure
  • Microsoft 365
  • Microsoft Modern Desktop
  • VMWare & Hyper-V
  • Active Directory
  • Networking
  • ConnectWise, HaloPSA, ServiceNow or similar ticketing system.

Package Details

  • Annual Salary up to £35k pa (dependant on experience and accreditations)
  • 24 days holiday increasing with long-service plus your birthday
  • The hours of work are 37.5 per week, Monday to Friday.
  • Based full-time at the office in Milton Keynes

Employee and Office Benefits

  • Excellent training/development opportunities – The Aztech Academy
  • Perkbox – Hundreds of different perks delivered to your mailbox weekly.
  • Paid for Company nights out.
  • AXA Health Cash Plan

To apply for this role, you must be eligible to work in the UK and have working rights in place at application stage.

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Expected salary: £35000 per year

Location: Milton Keynes

Job date: Wed, 06 Dec 2023 04:50:00 GMT

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