Help Desk Team Leader

Job Type:
Job Sector:
South East
£18,000 to £24,000 per annum
Salary Description:
�18k - 24k per year
Crunchposter Limited
Job Ref:

Help Desk Team Leader
Competitive Salary

We are a Kent based tech company servicing SME's across the South-East and central London since 1998. Our portfolio includes IT Support, cyber security solutions and bespoke software development. We are fast becoming one of the leading tech companies in Kent and have plans for significant growth over the next few years.

As an ISO9001 and ISO27001 accredited organisation, we take service and security seriously, and act as a trusted advisor to hundreds of organisations. However, we also know how to have fun, and believe that a happy workforce will go on to make our clients happy. We run a number of social events throughout the year and enjoy getting together for pizza Fridays every other week. We have worked hard to create a positive and supportive working environment to ensure you our employees achieve their own personal goals as well as the businesses.

If you're an uber organised individual, looking to work in a fast-paced tech company, then this role could be for you.

The Help Desk Team Leader Role
At the core of our business is an IT Support helpdesk that deals with a high volume of service tickets per day.. Fast response times and resolutions are essential, as is keeping the client informed throughout the process. We're looking for a Team Leader who can manage the helpdesk and ensure our high service levels are maintained at all times.

The help desk responsibilities are:

* Managing the help desk and dispatching support tickets
* Ensuring tickets are entered correctly in-line with documentation.
* Ensuring all tickets are dispatched and monitored in line with required SLAs
* Ensuring the correct process is followed by all involved throughout the lifetime of the ticket
* prioritising of tickets based on their severity and the customers SLAs
* Ensuring the workload of Engineers is optimised
* Report production for the Senior Management Team

Team Leadership Responsibilities:

* Manage employees' time keeping and attendance
* Manage employees' performance and assist the Senior Management with staff appraisals
* Act as the the point of escalation for customers' complaints and concerns,
* Work with the Senior Management Team to manage customers' experience

Requirements for the Help Desk Team Leader Role

* Organised and controlled whilst under pressure
* Excellent people management skills
* Excellent customer-facing skills
* Attention to detail and desire to follow procedures
* Ability to multi-task

Despite being a technical company, this role doesn't require a technical individual. However, organisational and people skills are absolutely essential.

In addition to a competitive remuneration package, benefits include:

* On-going training
* Friendly and supportive working environment
* Pension
* Free lunch every day
* Pizza Fridays
* Social events

If you feel you are suitable for our Help Desk Team Leader positon, please apply now.

Contact Details:
Crunchposter Limited
Tel: 0 332 548 954
Contact: Recruitment Team

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