1099 IT & Software Developer jobs in the UK
Be among the first 5 applicants!
IT Service Desk Team Leader
£50,000 - 50,000
AWD Online
Wenlock Road, London
£50,000 - 50,000
Requirements
Must:
We are looking for candidates who meet the following criteria:
- A Bachelor's degree in computer science or a related field, or equivalent work experience.
- Proven experience in a similar dispatcher or helpdesk team leader role, preferably within a Managed Service Provider (MSP).
- Strong understanding of IT support processes and terminologies.
- Exceptional organizational skills and attention to detail.
- Excellent communication and interpersonal skills with a strong customer service orientation.
- Ability to build and maintain a culture of accountability and collaboration within the team.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Proficiency in using helpdesk ticketing systems, specifically Fresh Service.
- Formal qualifications or training in management, leadership, coaching, or mentoring are desirable, as well as knowledge or certification in Service Desk Institute or ITIL.
Responsibilities
As our IT Service Desk Team Leader / Help Desk Dispatcher, your key responsibilities will include:
- Receiving, prioritizing, and dispatching incoming service tickets to appropriate IT support personnel based on the complexity and nature of issues.
- Monitoring ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs).
- Maintaining accurate and detailed records of client interactions and updating ticket status in our service management system.
- Assigning tickets to technicians based on their skillsets, availability, and urgency of issues.
- Coordinating and scheduling engineer calls as required.
- Communicating effectively with clients to gather necessary information to expedite ticket resolution.
- Providing immediate assistance when engineers are unavailable, ensuring all client queries and issues are addressed promptly and efficiently.
- Managing and coordinating incident handling according to established processes to ensure swift resolution, which includes logging incidents, tracking progress, and ensuring timely communication with all involved parties.
- Generating regular reports on ticket status, trends, and key performance indicators (KPIs) for management review.
- Identifying areas for process improvement and assisting in implementing solutions to enhance service delivery.
- Acting as an escalation point and providing guidance and coaching to junior staff.
- Identifying key issues and risks and promptly escalating them to senior management.
- Conducting performance reviews, managing absence, and implementing 1-2-1s and coaching plans within your team.
Description
This full-time and permanent role comes with a competitive salary range of £45,000 - £50,000 per annum, depending on experience. We offer a hybrid working model, with 4 days from our office located in the City of London and 1 day from home, all within a 35-hour work week, Monday to Friday. As part of our team, you'll find a supportive environment where you can grow and develop your career. We provide benefits such as 21 days of holiday (increasing after 3 years of service), private healthcare after probation, a great pension scheme from day one, and various discounts, including gym membership. Our central location next to a famous food market enhances your work experience, and we host regular social events to foster team spirit. We look forward to receiving your application and potentially welcoming you to our team.
Something wrong or incorrect with this job? Tell us in the chat 💬 on the right ➡️
You can find IT Manager salaries in the UK here.
How many IT Manager jobs are in the UK?
Currently, there are 1099 Manager openings. Check also: CTO jobs, ERP jobs, Architect jobs - all with salary brackets.
Is the UK a good place for IT Managers?
The UK is one of the best countries to work as a IT Manager. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for IT Manager jobs in the UK?
Bank of England, UK Ministry of Defence, Backline Logistics, Workforce Recruitment, Alliance Medical Ltd, Avanade, MBR Dental among others, are currently hiring for Manager roles in the UK.
The company with most openings is DataAnnotation as they are hiring for 46 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.
The company with most openings is DataAnnotation as they are hiring for 46 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.