We are seeking a dynamic Support Desk Team Leader to improve our support desk workflow while maintaining professional client interactions. As a key member of our six-person team, flexibility and adaptability are essential. The role requires a blend of customer service, technical knowledge, and people management skills.
As a business our key focus is on customer satisfaction – We have a well established set of processes that mean our average customer retention rate is measured in decades. We’re looking for someone to continue to embed those values whilst owning our technical support function.
We believe that there’s always room for improvement – we’ve got a great team of techies that we want you to help mould into engineers.
Your responsibilities will include, but are not limited to:
Customer Support (50-60%): Provide exceptional customer service, ensuring our mission and values are upheld as well as contributing to diagnosing and resolving tickets.
Team Leadership (40%): Manage and lead the support desk team, fostering a professional environment.
Workflow Coordination: Enhance support desk procedures to ensure consistency and effectiveness.
On-site Engineer Coordination: Schedule and manage on-site engineer walkarounds.
Client Meetings: Attend TBR review meetings with clients monthly or quarterly.
Daily Kick-Off Meetings: Conduct daily meetings to set team goals and review priorities.
Training Coordination: Develop and implement a training scheme for engineers to enhance expertise in new technologies.
KPI Measurement: Monitor and report support KPIs to directors.
Project Support: Assist in customer support and project work as needed.
Essential Technical Skills (In Order of Importance):
Business Reporting (Power BI): Essential for interpreting data and reporting.
Azure / 365 / Intune – Proven hands on in a customer facing environment
VoIP System Knowledge
Mikrotik Routers
Other Requirements
• Proven experience in managing and developing staff.
Ability to develop and refine helpdesk structure.
Additional Skills (Nice to Have):
Device Management
Remote Monitoring (PRTG)
Security Products
Backup Product Knowledge
Knowledge of ITIL, Mini Project Management
Understanding of PRINCE2 or Agile methodologies
For the first three months at least, there will be on-the-job training where we will introduce you to everything that we do, including:
A full clean UK driving license would be a real benefit for the post.
We will provide both on the job and formal training to make sure the right person has the skills needed to work with Andisa and become a valuable member of our team.
Andisa recently moved into the modern “No1 Cardale Park” office suite. It’s a warm environment with ample parking and local facilities for food, onsite showers, Yoga and air conditioning etc
If you are a dynamic and flexible person and feel that you would enjoy starting a career within a growing and diverse IT company then contact us on the numbers below.
Please send your enquiries with a CV and cover letter to careers@andisa.net
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