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Service Desk Technician - Team Lead

Randalls Way, Leatherhead KT22 7TW, UK Req #158
20 June 2024

Established in 1982, Bytes has grown rapidly and now employs over 600+ people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here

Why Bytes?

  • Over 600 staff (plans to double in size over the next 5 years)
  • Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London or Manchester
  • Winners of an array of industry awards
  • Sunday Times Top 100 Best Places to Work
  • Excellent training and career prospects offered
  • Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
  • Supporters of 85+ charities with strong commitment to diversity and sustainability

 

POSITION DETAILS:

Position Title:

Service Desk Team Lead 

Reports to (POSITION):

EUC Service Delivery Manager

Team:

 Service Delivery

Department:

IT

 

PURPOSE OF JOB:

To provide high quality support to the Bytes Software Services functions and its staff. Providing essential business support for all users both on site and at remote locations with the minimum of disruption to their working environment, whilst improving user’s IT experience and Bytes Software Services Systems.

 

KEY RESPONSIBILITIES:   

  • Be the Teams trusted pair of hands for Priority issues, Urgent requests and other Escalation types.
  • Available, Approachable and Knowledgeable. Able to handle all internal technology communications, keeping customers informed and updated with all relevant information.
  • Encourage and welcome all feedback, respond and review any improvement opportunities.
  • Manage FreshService Configuration and ongoing maintenance.
  • Manage FreshService Technology analytical reports.
  • Have knowledge of all technology projects and their teams' involvements, training needs, etc.
  • Have knowledge of all development feature changes, or bug fix releases, etc.
  • Understand and know your teams' dashboards and general statistics, be reactive to major incidents, problems and other escalation types.
  • Team Leadership – Co-ordinate, lead and record team meetings and 121s.
  • Promote an enthusiastic and motivated team / working environment. Ensure your team have everything they needs in terms of support, training, tools, access, knowledge materials etc.
  • Be flexible and adaptable in support offering to accommodate expansion and  / or change to systems and processes.
  • Be focussed in finding resolutions and upskilling both tier one and two, be the communication bridge between Service to/from Infrastructure & Development Teams.
  • Team Management & Administration: Manage and support Personal Development Plans, probation and supporting training plans, address performance concerns, Team rota / shift patterns, Scheduled tasks, etc for your direct reports,

 

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

KPIs

  • A reduction in number of interaction per ticket
  • Average response times must not exceed 25 minutes
  • Increase Knowledgebase participation across the team
  • A 95%+ happy rating from our Customer satisfaction must be maintained or exceeded.

 

Skills & Competencies

  • IT support experience at a 2nd line level
  • Knowledge of ITIL, incident, problem, and change management.
  • Experience taking responsibility and ownership of stakeholders and projects 
  • A desire to provide excellent, proactive, customer service
  • Well organised, able to multitask and work autonomously
  • Positive, ability to energise and motivate the team.
  • Creative problem solver
  • Confident, proactive communicator, able to navigate difficult conversations
  • Exceptional written and verbal communication
  • Professional, leads by example
  • Calm under pressure

 

 

Other details

  • Job Family Team Leader
  • Job Function Technical Support
  • Pay Type Salary
Location on Google Maps
  • Randalls Way, Leatherhead KT22 7TW, UK