1st Line Service Desk Team Leader

CTS specialises in delivering toptier IT services for the legal sector encompassing IT strategy technology platforms cyber protection and managed services. Our strong reputation for service excellence with integrity reflects our passionate commitment. We prioritise investing in our team and cultivating an inclusive culture that rewards ambition and encourages independent thinking.

Join us at CTS on an exciting journey where we lead transformative changes in user experience and operational excellence for global legal services firms. As a trusted digital transformation partner we stand out by empowering our teams in collaborative environments and offering continuous learning opportunities distinguishing us from other Managed Service Providers (MSPs). At CTS our steadfast commitment is to foster an inclusive culture ensuring that every team member feels valued respected and heard.

Right Now we are looking to add an experienced 1^st Line Service Desk Team Leader to our team in Daresbury.

Job Purpose

With your flair for technology and leadership experience you willprovide a proactive professional service to our clients. Working in a dynamicenvironment you willprioritise and multitask effectively solving complex technical issues.You will lead and motivate a team of enthusiastic 1st Line Engineers to deliver excellent service to our clients setting targets and helping your team achieve them. You willcreate a fun enjoyable work environment which is based upon a set of shared values.

Responsibilities

Leadership & Culture:

• Lead and motivate a team of engineers to deliver excellent client service.
• Foster a culture of professionalism and respect.

Mentorship & Development:

• Set clear expectations and conduct regular reviews.
• Implement personal development plans.

Communication & Collaboration:

• Ensure effective communication within the team and organisation.
• Build strong relationships for optimal outcomes.

Continuous Improvement:

• Promote innovation and knowledge sharing.

Workload Management:

• Maximize team resource utilisation.
• Prioritise your own and your teams workload to ensure quality and efficient resolution.

Quality Assurance:

• Conduct audits and provide coaching for service excellence.

Client Focus:

• Inspire your team to provide excellent service to our clients to ensure positive NPS scores.

Incident Management:

• Play an active role in incident resolution and communications.

DataDriven Decisions:

• Use metrics for accurate reporting on team performance reporting to the Service Desk Manager.

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

Essential Technical Skills

• ITIL Foundation
• Microsoft Office 365 Exchange Online OneDrive SharePoint Online
• Windows 10 and later
• Microsoft Exchange 2013 and later
• Email security products e.g. Mimecast / MessageLabs
• Citrix XenDesktop 7.15 and later (administration user support)

Qualifications

• ITIL foundation
• People Management Qualification (Desirable)

What we can offer you.

• Annual salary: Up to 40000 PA DOE OTE
• Hybrid working 3 days a week in our Daresbury Office (Minimum)
• 37.5 hours per week MondayFriday
• 25 days holiday Bank Holidays your birthday off buy/sell 5 days
• Enrolment in our Company Pension Scheme
• Life Assurance
• Wellbeing programme including an Employee Assistance Programme
• Instant access to our Benefit Hub