Service Desk Team Leader - Newcastle

IT roles
Ref: 13 Date Posted: Thursday 05 Sep 2019
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Pulsant is a market leading company - providing ultra-reliable, flexible managed hosting, services and colocation to businesses nationwide.


With c400 staff based in several locations around the UK and customers across numerous business sectors, we offer a first class, fun working environment.


We are seeking an experienced support professional whose role it will be to ensure the smooth operation of front line IT support to our diverse range of customers via telephone, email and remote support applications.


Key Responsibilities:

  • Controlling scheduling and workload through management of the team’s ticketing queue
  • Acting as a point of escalation whilst leading and providing oversight, technical and operational guidance to the team
  • Co-ordinating, scheduling and managing the resourcing of the team, including ensuring relevant shift, holiday, sickness or another absence cover is arranged
  • Managing customer service requests and incidents to deliver a first class service to our customers
  • Implementing fixes and solutions where appropriate either via discussing directly with the customer, via email or remote control
  • Assisting other teams with troubleshooting and ticket management
  • Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day)
  • This role may require occasional customer and Pulsant site visits


Skills & Experience

  • Previous Team Leader experience in a similar role
  • Previous experience of working within an IT service provider environment would be desirable
  • An experienced customer-focused approach with a good understanding of business objectives
  • Good basic technical understanding of various aspects of IT
  • Basic understanding of ISO / BSI and ITIL frameworks
  • Basic understanding of working with Service Level Agreements



  • Ideally hold a current MCP / CCNA level qualification or be able to demonstrate a similar level of knowledge of Microsoft products and applications