Technical Team Leader

at  Everything Tech Group

Job Purpose
Everything Tech Group provides I.T. support, software development and telecoms solutions for businesses in many different sectors. Your primary role will be to provide technical I.T. support and advice to our customers throughout the UK working closely with the other members of the Support team ensuring that Service Level Agreements are met.
As Service Desk Technical Team Leader you will line manage and encourage the office-based service desk team to excel when they are dealing with customers, logging calls and to promote Everything Tech Group as our customers’ IT partner.

Key Tasks and Responsibilities

• To encourage and oversee the service desk team.
• Responsible for actively monitoring all relevant/managed queues ensuring tickets are picked up by the service desk team in a timely manner.
• To ensure service desk engineers are identifying new work correctly and notifying account managers. Assisting if necessary.
• To ensure tickets are responded within SLAs.
• To ensure engineers are keeping customers updated via service desk/telephone.
• Work closely with Service Desk Manager to assist with Service Desk growth.
• Responsible for the progression of direct reports.
• Oversee service queues of direct reports and provide support when required.
• Work on tickets at a reduced volume.
• Ensure the team are answering incoming calls effectively and efficiently.
• Assist with queries from other departments.

Experience, Qualifications, Personal Attributes

• Positive attitude and thinker
• Hard worker, self-motivated with the ability to work under pressure
• Eager to continually develop
• Excellent communication and people skills
• Excellent time management skills with the ability to prioritise workload

Key Relationships

• All members of the Senior Leadership Team
• All Technical Staff
• All Non-Technical Staff
• All Project Manager
• All Existing Customers
• All New Customers
• All Suppliers and Vendors

Valuing Diversity and Inclusion
At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability

• To encourage and oversee the service desk team.
• Responsible for actively monitoring all relevant/managed queues ensuring tickets are picked up by the service desk team in a timely manner.
• To ensure service desk engineers are identifying new work correctly and notifying account managers. Assisting if necessary.
• To ensure tickets are responded within SLAs.
• To ensure engineers are keeping customers updated via service desk/telephone.
• Work closely with Service Desk Manager to assist with Service Desk growth.
• Responsible for the progression of direct reports.
• Oversee service queues of direct reports and provide support when required.
• Work on tickets at a reduced volume.
• Ensure the team are answering incoming calls effectively and efficiently.
• Assist with queries from other departments