Service Desk Team Leader

Here at Comms-care we have an exciting opportunity for an experience Team Leader to join our Service Desk team. This role is instrumental providing effective guidance and support to Service Desk team members to enable effective customer service to our growing list of customers.  Initially this will be a 6-month fixed term contract with the potential for an extension.

If you enjoy motivating others and have a passion for customer service this role will be ideal for you.

Leading by example you will motivate an existing team of Service Desk Analysts to achieve team and individual goals. You will provide effective guidance and support to the team and oversee day to day operations.

Salary: Competitive
Location: Currently remote based with a view to being based from our HQ in Northwich in future.
Hours of Work: Full Time 37.5 hours per week (Shifts covering Mon-Fri, 07:00-19:00)

Comms-care, part of the Ingram Micro Group, is a multi-award winning, channel only, leading IT Service Provider supporting customers across the UK & Ireland. Our HQ is situated on Cheshire Business Park in Lostock Gralam and is usually a hive of activity providing excellent service to our customers however, our fantastic #oneteam mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment.

Principal Responsibilities:

• Provide support and assistance to the existing Service Desk Team Leaders, covering the below responsibilities:
• Act as first point of contact for team members, answering questions and helping with problems
• Act as first point of contact for both internal and external customer escalations and proactively manage, monitor and communicate resolution
• Resolve issues or conflicts within the team
• Monitor and assess team performance, provide Management reports, carry out 1:1’s and performance appraisals, and/or disciplinary actions where needed
• Identify knowledge gaps and oversee delivery of training
• Maintain appropriate staff levels to ensure optimum business performance by managing the shift rota and reviewing leave requests
• Ensure team adherence to corporate and internal processes and policies
• Work collaboratively with internal departments
• Work closely with the existing Team Leaders to ensure consistency within the Service Desk Team

Make an application to join the team

Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, bonus and benefits package.