What we’re looking for
We are looking for an experienced and dynamic Team Leader to lead our UK Tech Support team which delivers support to local and global SME businesses. The right leader will be obsessed with delivering world-class service to our customers; a fundamental element will be creating a culture that will foster an environment of learning and development.
The successful candidate will be passionate about technology, customer service and leading high-performance teams. You will have at least 2 years of experience as a team lead in a service desk environment, ideally within a managed services environment. Additionally, the successful candidate will be an effective communicator who is able to inspire, influence and motivate the team.
Training is provided and encouraged for all colleagues.
We pride ourselves on teamwork with diversity where everybody’s voice is heard and valued – across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions and finding the best way to achieve our goals as a team.

KEY ACCOUNTABILITIES

• Mentoring all members of the team, including customer service, behavioural, performance and technical skills.
• Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible.
• Actively manage the full ticket lifecycle and distribution of workload between engineers to ensure that nobody is over or underutilised.
• Quality reviews to be completed and assessed against our ticket, technical and customer service criteria.
• During busy periods, the Team Leader may be required to answer phone calls and resolve tickets.

KNOWLEDGE & EXPERIENCE

A minimum of 2 years leading a team, ideally within an MSP environment.

Knowledge of the below technologies up to an intermediate level:

• Microsoft 365
• Microsoft Azure (notably identity and infrastructure)
• Networking
• Windows 11 and Apple macOS

ABOUT US

Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.
More details on our company can be found on our careers page: https://virtuoso.tech/uk/careers

Please refer the Job description for details