IT Service Desk Team Leader / Help Desk Dispatcher

with experience in a similar IT dispatcher or helpdesk team leader role, exceptional organisational and communication skills, and proficiency in helpdesk ticketing systems, is required for a well-established IT Services Company based in the City of London.SALARY:

£45,000 - £50,000 per annum DOE + Benefits (see below)LOCATION:

Hybrid. Working 4 days from the City of London office (Faringdon / Chancery Lane) (EC1N) and 1 day from homeJOB TYPE:

Full-Time, PermanentWORKING HOURS:

35 hours per week, Monday to FridayJOB OVERVIEWWe have a fantastic new job opportunity for a results-driven and strategic IT Service Desk Team Leader / Help Desk Dispatcher with experience in a similar IT dispatcher or helpdesk team leader role, exceptional organisational and communication skills, and proficiency in helpdesk ticketing systems.As the IT Service Desk Team Leader / Help Desk Dispatcher you will play a critical role in ensuring the efficient operation of the IT service desk, by managing the flow of support tickets and coordinating the activities of the support team. You will focus on prompt and effective resolution of IT tickets, distributing them to engineers, to be completed on time and ensure updates are provided to clients.In this crucial role within the IT Support Team, the IT Service Desk Team Leader / Help Desk Dispatcher will act as a central hub for incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively.DUTIESYour key responsibilities as the IT Service Desk Team Leader / Help Desk Dispatcher will include:Ticket Management:Receive, prioritise, and dispatch incoming service tickets to appropriate IT support personnel based on the complexity and nature of issuesMonitor ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs)Maintain accurate and detailed records of client interactions and update ticket status in the service management systemAssign tickets to technicians based on skillsets, availability, and urgency of issuesCoordinate and schedule engineer calls as requiredCommunicate effectively with clients to gather necessary information to expedite ticket resolutionStep in to take calls and provide immediate assistance when engineers are unavailable, ensuring that all client queries and issues are addressed promptly and efficientlyManage and coordinate incident handling according to established processes, ensuring swift resolution and maintaining high standards of service. This includes logging incidents, tracking progress, and ensuring timely communication with all involved partiesReporting and Metrics:Generate regular reports on ticket status, trends, and key performance indicators (KPIs) for management reviewIdentify areas for process improvement and assist in implementing solutions to enhance service deliveryTeam Leadership:Act as an escalation point and provide guidance and coaching to junior staffIdentify key issues and risks and promptly escalate them to senior managementPerformance reviews, absence management, 1-2-1s and coaching plans within your teamCANDIDATE REQUIREMENTSEssentialBachelor’s degree in computer science, (or a related field) OR equivalent work experienceProven experience in a similar dispatcher or helpdesk team leader role, preferably within an MSPStrong understanding of IT support processes and terminologiesExceptional organisational skills and attention to detailExcellent communication and interpersonal skills, with a strong customer service orientationAbility to build and maintain a culture of accountability and collaboration within the teamAbility to multitask and prioritise effectively in a fast-paced environmentProficiency in using helpdesk ticketing systems (Fresh Service)DesirableFormal qualifications/training in management, leadership, coaching, mentoringService Desk Institute or ITIL knowledge/certificateBENEFITSA role with influence in a growing part of the businessSupportive team environment with space to growRegular career progression21 days (increasing after 3 years of service) holiday, plus public holidaysBirthday day offPrivate healthcare after probation40% off gym membershipGreat pension scheme from day oneCycle to work schemeEyecare vouchersCentral location, next to a famous food marketA friendly, inclusive, sustainable work environmentRegular social events (tech-infused minigolf and darts, pool, and more!)Electric car scheme after 2 years of serviceRecruitment referral schemeAPPLY TODAY…By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.JOB REF: AWDO-P13631Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.awd online |

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