Service Desk Team Lead

New role** Service Desk Team Lead - North Bristol - to £33,000

I am currently seeking a Service Desk Team to work with a well-established team for a market leading client who are based on the outskirts of Bristol.

The successful Service Desk Team Lead will provide structure and direction to a talented and established team of 1st Line Engineers. You will provide management and leadership to the team, taking charge of one to one performance review meetings and appraisals, setting workload and playing a key role in leadership of the team on a day to day basis.

In addition to the Team Lead responsibilities, this is very much a 'player manager' role. You will be involved in 1st Line predominantly phone-based support to a network of internal customers, and will ensure that all problems are either solved or escalated to the 2nd and 3rd Line Engineers. You will be required to be aware of and stick to the Service Level Agreement, and ensure that you do all in your power to meet these service levels.

You will be responsible for logging calls and communicating all issues to other members of the IT team. You will provide support to bespoke software products as well as the Microsoft Office family of products, and you will be expected to ensure you know how to operate the software and how it is used throughout the business. You will also work on and fix basic server operating system faults, and you will be heavily involved in desktop support of printers, workstations and laptops. In addition to this, you will work on the management of the LAN and WAN networks and escalate all problems that you are unable to deal with to 2nd and 3rd Line support.

Knowledge of some or all of the following would be advantageous:

- Team Management including 121s, appraisals, allocation of work
- Strong organisational skills, both of your own workload and that of others
- Windows Operating Systems
- Windows Server
- Active Directory
- Basic Exchange queries
- LAN/WAN
- Printer and scanner fixes
- 1st and 2nd Line IT Support
- Application support
- 1st/2nd line support
- Helpdesk or Service Desk experience in a phone based environment

This position will suit someone with experience as either a team leader or manager in a busy service desk environment. You will have strong people skills, and the ability to organise both your own workload and that of the team is paramount. You will also be a capable Support Engineer with the right technical skills.

This represents a fantastic opportunity to really make your mark as a leader in a forward-thinking company who provide excellent opportunities for progression for those who shine in the IT department.

This is an urgent vacancy, so please apply early to avoid disappointment.

Key words: Manager, "Team Lead", Appraisal, "Performance Review",1st line, support, "Active Directory", Software, Hardware, Applications, LAN, WAN, Helpdesk, "Help Desk", "Service Desk", "Windows Server", Microsoft

If you are interested in this role or looking for something similar please contact Rob Baxter directly.

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