Service Desk Team Leader - Newcastle

IT roles
Ref: 144 Date Posted: Thursday 21 Oct 2021
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Pulsant is a market leading company - providing ultra-reliable, flexible managed hosting, services and colocation to businesses nationwide.  Following our recent new funding, investment in our people is top of our agenda and there has never been a better time to join the team.


With c350 staff based in several locations around the UK and clients across numerous business sectors, we offer a first class, fun working environment.  


We are seeking an experienced IT support professional - with proven leadership skills and a committment to Service Excellence.  Your role will be to ensure the smooth operation of front line IT support to our diverse range of clients via telephone, email and remote support applications.  This is a great opportunity for someone looking to further develop their management skills and make a real difference.


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 client 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 service excellence 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