Service Desk Team Lead

Cased Dimensions Belfast Full-time
Salary Competitive
We wish to appoint a Service Desk Team Lead. Reporting to the Service Delivery Director, the Team Lead will be responsible for leading a team of technical support engineers utilising best practise in providing technical and customer service to our clients. While the primary focus will be leading the team, you will have a technical background and contribute in dealing with customer incidents directly.

Key Responsibilities Include:

- Demonstrate awareness of customer and business impact of service failures and take action to address.

- Plan and implement ITIL based best processes to continually develop and implement strategic objectives

- Ensure SLA’s are adhered to on a daily basis

- Constantly assess the resource, capability and performance of the Managed Service function to drive continuous improvement initiatives, focusing on delivering the best outcomes for Cased Dimensions Resources and their managed service client base.

- Provide day to day direction and line management to the team including training, mentoring, developing and motivating

- Manage team resources to ensure all targets are met/exceeded.

- Analyze team performance and drive improvements to customer service.

- Build and maintain close working relationships with customers and colleagues to maximize service quality.

- Respond to verbal and written complaints as required.

- Work out of hours support as per company policy and renumeration.

- Identify, evaluate and implement ideas for continuous improvement in service delivery.

- Manage month end reports for Client Relationship Manager

- Flexibility to travel to meetings as required.


Knowledge Skills and Abilities

- As a Service Desk Lead, you will have prior experience of leading teams of support staff. In addition to this, the following experience/knowledge would be highly valued:

- Experience of dealing with both internal and external stakeholders

- Proven experience of working to SLA’s

- Demonstrable skills and experience in delivering Service Desk for multiple customers

- Core Microsoft Server Product experience (Windows server, SQL Server and Exchange Server

- Strong Active Directory skills and Windows Server management

- Service improvement experience

- Keen interest in new technology, be passionate about delivering unrivalled customer service

- Microsoft Systems Centre suite (Service Manager, Configuration Manager, Data Protection Manager and Virtual Machine Manager)

- Microsoft Desktop Deployment and support

- A strong team player and able to cover for other managers is also essential.

- Confident and personable with strong inter-personal skills

- Ability to define new ways of working and drive the one team culture


- ITIL Foundation

- While we understand that you may not have all of the above technical skills, we are looking for a candidate who will have an interest in learning new technologies and be capable of getting up to speed quickly

What you'll get in return:

- Relaxed atmosphere / dress code 

- 29 days holidays

- Gym membership rebate (up to £20 per month, not limited to a gym)

- Paid staff nights out

- Payment for training relevant to your development and career with us 

- Extra annual leave relative to length of service 

- Extremely competitive Salary

- Health Cash Plan

Cased Dimensions is an equal opportunities Employer

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Healthcare insurance
Healthcare insurance

Break a leg! Seriously, we got you covered in our company healthcare plan.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

Skill development
Skill development

We want to take you from good to great.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Working at
Cased Dimensions

At Cased Dimensions, our mission is to enable you to do business better With our expert people and market leading services, we help you to get more from your technology. That leaves you to concentrate on what you do best, knowing that your business is future proofed and your investments are protected. We’ve delivered our Process Consulting coupled with Technology Services for 12 of the world’s largest companies, who, as a result, have benefited from better business at a lower cost. We also deliver CESG compliant secure services for UK Government – security is engrained in what we do. With a Microsoft technology focus, we help clients make the most of their Cloud investment. We also help clients in further cloud adoption (PaaS, SaaS & IaaS).

Read more about Cased Dimensions

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