1st Line Service Desk Team Leader

At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client s individual needs and shaping our services around the unique requirements of legal sector firms and their users.

Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think.

Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.

Right now we are recruiting for a 1st Line Service Desk Manager to join our Service Operations team.

The Role

You have a flair for tech and like to provide robust service delivery to our clients, with a strong will to make a difference. Thrive in a dynamic environment, prioritising and multi-tasking effectively, as well as problem-solving whilst providing excellent communication, customer handling and interpersonal skills. We are committed to providing outstanding customer service (internally & externally) and you will be, too!

Responsible for overseeing day-to-day 2nd Line Service Desk Operations and delivery of support to users across the business. Monitoring and reporting of Service Desk KPI data to ensure service levels are consistently delivered.

Responsibilities

Your main responsibilities will include:

• Workload & Queue Management Effective prioritisation and time management for you and your team with a focus on quality, efficient resolution, meeting deadlines and maximising the use of resource

• Customer Experience Inspire your team to provide customer service excellence and go the extra mile
• Effective Mentorship & Development - Lead your team to grow through regular reviews of personal development plans and performance.
• Reporting - Creating accurate and robust MI to lead and progress the team performance
• Communication & Co-Operation Collaborate with all of IT and wider business to build strong working relationships and better employee and customer outcomes
• Manage Major Incidents Play an active role in incident resolution and escalations, co-ordinating response groups, ensuring tickets are raised, managing communications to the business
• Continuous Improvement Promote a culture of innovation, and encourage idea sharing and testing. Create, manage and maintain knowledgebase articles ensuring the reliability of technical information available to the team
• Data-Driven Decision Making Use facts, metrics and data to guide strategic business decisions that align with goals, objectives and initiatives
• Quality Assurance Carry out call listening and quality audits with the relevant coaching and feedback to drive service excellence across the team
• Service Promise- Take ownership and be accountable to ensure our Client Service Promises are consistently achieved

We are looking for someone that can demonstrate the below essential criteria:

• Proven record in people management ideally within an MSP environment
  

• Excellent relationship management, and stakeholder management skills
• Excellent written and verbal communication skills

• Works well under pressure and to deadlines
• Logical analysis and troubleshooting skills

Tech-wise you will need a good understanding of:

• ITIL Foundation
• Microsoft Office 365 Exchange Online, OneDrive, SharePoint Online
• Windows 8.1 and later
• Microsoft Exchange 2013 and later
• Email security products, e.g. Mimecast / MessageLabs
• Citrix XenDesktop 7.15 and later (administration, user support)

Benefits

We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team.

• Hybrid working
• 25 days holiday + Bank Holidays + your birthday off
• Enrolment into our Company Pension Scheme
• Wellbeing programme including an Employee Assistance Programme
• Instant access to our Benefit Hub
• Training and development programme tailored to your role and career goals