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Service Desk Team Lead

Greater Manchester
Full time
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I.T., digital & online media services
1,001-5,000 employees
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Would you like to work in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Desk & Support Team:

The Service Desk and Support team are a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Citrix, Check Point and Microsoft, which means you will work alongside engineers with a variety of skills and knowledge, giving you the opportunity to always learn something new.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Do you have a passion for people management?

As the Service Desk Team Lead, you will be responsible for leading all activities of the Service Desk dayshift or shift function to ensure excellent customer service is provided and SLAs/KPIs are met. You will also have the opportunity to lead your own team and supporting them in any way possible, including regular 1:1's and personal development.

  • We have 2 Team Leader roles available, 1 Team Lead for the day shift team and 1 Team Lead for the rotating shift team. This role is working standard Softcat hours, and you will not be expected to work shift patterns.
  • 50% of your time will be on ticket and call management, the remaining 50% will be a correlation of People, Rota, development, and progression management.

As a Service Desk Team Lead, you'll be responsible for:

  • Act as a point of escalation – including but not limited to, hierarchical, technical and customer escalations.
  • Deliver efficiencies through best practice whilst ensuring service quality and customer satisfaction remains as a high standard.
  • Performance management of direct reports, providing, coaching and guidance to instil a high performing and customer focused culture across the team.
  • Ensure team members are skilled, trained and developed to enable them to deliver high quality service.
  • Manage day to day support activities of Support team staff.

We'd love you to have:

  • Existing experience working within a Service Desk environment.
  • Confident communicator at all levels
  • Strong knowledge of ITIL processes
  • Good technical understanding of various aspects of IT (including but not limited to, Storage, Virtualisation, Networking & Security)
  • Ability to quickly identify problems and engage processes to mitigate customer impact.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working –2-3 days in the office and 2-3 days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.