MDL Team Lead

Full time
employer logo
I.T., digital & online media services
1,001-5,000 employees
Compare employers
Apply on company site

Would you like to take your career to the next level in a supportive, collaborative and innovative company?

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

Join our Service Desk Team

The Managed Lifecycle Service Desk and Support team are a new and exciting team who are committed to providing excellent customer service. As expected on any support desk, it can be challenging, but is also extremely rewarding when you see issues through to resolution.

Success. The Softcat Way.

Softcat is a £1billion+ 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.

About the Role:

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.

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

  • Manage day to day support activities of Support team staff and Request items from customers (50/50 split)
  • Act as a point of escalation – including but not limited to, hierarchical 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.
  • Work alongside the Service Desk, the Service Desk Manager and service delivery team to ensure team members are skilled, trained and developed to enable them to deliver high quality service. Produce and ensure direct reports are working towards their Personal Development Plans as well as mentoring the team via their 121.
  • Work with your line manager to agree and report on OLAs, KPIs and metrics.
  • Continual service improvement, including but not limited to, People, Process, and tools.

We'd love you to have:

  • Existing experience working within a Service Desk and/or end user device logistics environments.
  • Experience with working in an ITSM Tool.
  • Confident communicator at all levels.
  • Ability to understand Requested and task management items. (RITM + Task).
  • Ability to plan and prioritise workload.
  • Strong knowledge of ITIL processes.
  • Experience with improving process and procedures.
  • Awareness of automation tools within support.

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 days in the office and 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.