Job Title: Service Desk Team Leader
About the Role

We are seeking an experienced Service Desk Team Leader to manage a small team of 2nd Line Support Engineers in Gloucestershire.

The successful candidate will be responsible for providing exceptional desktop support across various business and IT systems.
Key Responsibilities:
• Managing a team of 2nd Line Support Engineers to provide technical assistance and resolve issues efficiently.
• Ensuring excellent customer service and resolving client queries in a timely manner.
• Leading by example, mentoring, and coaching engineers to improve their skills and performance.
• Conducting regular one-to-ones, annual reviews, and supporting the team to meet internal and external Key Performance Indicators (KPIs).
Requirements

To be considered for this role, you should have:
• Extensive knowledge of Windows Desktop, including versions 10 and 11.
• Proficiency in Networking - LAN, WAN, firewalls.
• Experience with Windows Server 2012 R2.
• Familiarity with Office 365 and Azure AD.
• Knowledge of Wireless Networks.
• ITIL certification.
• Mastery of Mobile computing.
• Understanding of CISCO Meraki cloud managed networks.
• Experience with Cloud Antivirus.
• Excellent communication and interpersonal skills.
Working Arrangements

This is a hybrid role, requiring two days per week in the office based in Gloucestershire, close to the M5 motorway.