2nd Line Service Desk Team Leader

2nd Line Service Desk Team Leader 

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. 

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey. 

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in. 

We’re now looking for a 2nd Line Service Desk Team Leader to join us, adding to our pool of knowledge and delivering great results for our clients. 

The Role 

As the 2nd Line Service Desk Team Leader, you’ll be taking charge of a service desk team, ensuring the deliver great IT support to their end users. 

In this a hands-on team lead role, you’ll be proactive in the support and encouragement you provide, making sure that morale is high, and the workplace is enjoyable and friendly for the whole team. 

You’ll ensure that everyone is an effective team member and KPIs, SLAs and customer satisfaction targets and consistently achieved. 

Additionally, your role will involve:

• Performance management of Technical Engineers
• Required to take calls and actions tickets if & when necessary
• Building client relationships
• Managing escalations
• Developing training plans that incorporate client requirements and the product roadmap
• Regularly quality checking tickets and calls
• Identifying risks within the team and taking steps to mitigate them

As part of your role, you will be required to take part in an out of hours management escalation process when required. 

About You 

To join us as the 2nd Line Service Desk Team Leader, you will need: 

• Experience in a similar position, managing a team of 2nd Line Engineers
• An understanding of support tools, techniques, and how technology is used to provide services
• Knowledge of industry applications, processes, software, and equipment
• Previous experience of technical Service Desk management
• Ability to multitask and encourage teamwork
• Hands-on technically, should at least be comfortable with basic admin tasks within O365/Azure/MFA and knowledge of networking principles

The Benefits  

• Attractive remuneration packages
• Flexible, hybrid working
• 25 days annual leave + bank holidays with the option to buy and sell up to 5 days.
• Private medical insurance or the option to buy into scheme.
• Free flu jabs
• Tiered pension
• Perks including quarterly and annual staff awards, funded social events, referral bonuses.
• Excellent learning and development opportunities
• Green travel scheme
• Technology vouchers

We are a team that radiates strength, constantly evolving, ready for the next phase in our evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this, offering job security, career progression, help and support.  A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams have put in. 

So, if you have in-depth knowledge of support process, tools and techniques, this is your chance to get on board with an ambitious and successful business as we push on making a big impact in our industry sector. 

Other organisations may call this role IT Support Team Leader, Helpdesk Team Leader, Service Desk Support Team Leader, Technical Support Team Leader, or Senior Service Desk Technician. 

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be. 

So, if you’re seeking your next challenge as a Service Desk Team Leader, please apply via the button shown. We look forward to hearing from you.