Service Desk Team Leader - Out of Hours

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Requirements:

• Proven ability to support a Service Desk as a leader for a minimum of 2 years in a transferable industry.
• Solid understanding of Windows Server, Office 365, Firewalls (Sonicwall, Cisco Meraki), Networking & Wireless (Ubiquiti, Aruba, Meraki).
• Ability to work to KPIs and instil these in a team.
• Excellent communication skills both verbally and written.
• Analytical and methodical problem-solving skills.
• Adaptability to change in processes and lead the change.
• Detailed-oriented with effective estimation and prioritization skills.
• Ability to remain calm under internal company pressure.

Responsibilities:

• Responsible for the line management and development of all individuals within the out of hours service desk.
• Ensure all out of hours tickets meet set KPIs.
• Handover tickets raised in hours, including customer updates and service requests.
• Act as an escalation point for out of hours support across all technologies.
• Conduct regular communication briefings across shift patterns to relay key information.