3rd Line Service Desk Team Leader - Glasgow

Up to 40k + Bonus
Ref: 10 Date Posted: Friday 21 May 2021
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Would you like to work for an award-winning company?
Have you got previous experience working as a 3rd Line Service Desk Team Leader?
Are you a strong communicator with a passion for delivering exceptional service?
If the answer is YES then we have a great opportunity for you!
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement, as well as some Regional Awards.
At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible – this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a ‘save the date’ in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so.
In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps!
Job Purpose & Responsibilities;
As a 3rd Line Service Desk Team Leader you will be looking after our Senior Engineers who deal with critical complex issues for our customers. You will be the most trusted and resilient point of incident escalation in TSG desk- based support and have a strong ability to own and lead the TSG Problem Management process.
You will ensure the Senior Service Desk Consultant team is managed effectively and provide the very highest standard of technical expertise and service to our customers by managing the team’s workload, performance and development. You will lead by example, setting the bar for living the TSG values and behaviours and driving customer experience principles throughout the business.
Post pandemic this position will be taking a hybrid approach, working from home part of the week and in the Bellshill office the other part, therefore you must be based within reasonable travelling distance of that location.
Responsibilities will include, but are not limited to;
  • Manage the Senior Service Desk Consultant team, ensure Incidents and problems are handled efficiently, liaise with Service Desk 1st and 2nd line Team Leaders, and Management on complaints and escalations as required
  • To monitor Incident volumes and response times to ensure that Service Level Agreements are being met.  If there is a shortfall, you will consider how this can be solved
  • Provide an escalation point for management/sales/customers, and to manage the solution to its conclusion
  • Monitor and address recurring customer support issues/problem areas
  • Ensure that the support function operates within standard TSG systems and that TSG operating procedures are adhered to.  Also to define and implement common systems where appropriate
  • Ensure that support work carried out outside of contractual obligations is captured and appropriately charged
  • Work with management to identify Continual Service Improvement opportunities within the Service Desk and across TSG as a whole
Knowledge, Skills & Experience;
  • Recent management experience in a customer-centric environment
  • Minimum 5 years in a Service Desk environment
  • Minimum 3 years’ experience on Microsoft server/desktop/VMware/Cisco/Storage–SAN/Exchange
  • Excellent organisational skills
  • Robust people management and influencing skills
  • Ability to work under pressure to tight timescales
  • Excellent communication skills
  • Good logical/troubleshooting skills
  • Excellent customer facing skills
  • Excellent attention to detail
  • Proven experience in complaint resolution
  • Degree or equivalent is desirable
  • Microsoft Technical qualifications are desirable
What’s in it for you?
  • Up to 40k + Bonus
  • 25 days annual leave
  • Life assurance
  • Contributory pension scheme at 4% matched
  • Perkbox discounts
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Flexible home-based opportunities
  • Long service benefits including increased annual leave accrued with service
  • Flexible working day policy
  • Relaxed dress policy
  • Cycle to work scheme
  • Employee recognition scheme
  • Fantastic company culture including regular team building events
  • Excellent progression opportunities and training support, including recognised qualifications
If this sound like the role for you, please apply today to be considered