Service Desk Team Leader - 2nd Line - Glasgow

Up to 35k + Bonus
Ref: 55 Date Posted: Monday 15 Nov 2021
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Would you like to work for an award-winning company?

Have you got previous experience working as a 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 and enjoy giving back to the community, as such each employee is entitled to two CSR days per annum. 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 2nd Line Service Desk Team Leader, your role will be to ensure the Service Desk Consultants are managed effectively. Through managing the team’s workload, performance and development you will ensure our customers are receiving a consistent high standard of service at each and every touch point. To be successful in this role you will come from a technical service desk background, where you have led teams whose primary responsibility is to handle incidents and requests efficiently, ensuring a resolution is achieved in the quickest possible timeframe for the customer. This role will have a hybrid approach, working from home part of the week, and located in our Bellshill, Glasgow office for the other part.   


Responsibilities will include, but are not limited to;


  • Responsible for ensuring Service Desk Consultants are working at optimum productivity levels, setting KPIs that drive performance and ensuring that they are delivering the best customer experience possible
  • Monitor ticket volumes and response times to ensure that Service Level Agreements are being met
  • Provide an escalation point for problematic support issues, and to manage the solution to its conclusion, involving other teams and 3rd party companies if necessary
  • Ensure TSG Voice of the Customer data is reviewed regularly and any feedback from the customer is actioned
  • Identify and address recurring customer support issues and problem areas
  • Assist the Service Desk Manager with customer complaints; incident investigations and reports, and customer visits where required
  • Support the Problem Management process as required
  • Ensure that support work carried out outside of contractual obligations is captured and appropriately charged
  • Coach, mentor and develop team members to maximise their potential


Knowledge, Skills & Experience;                       


  • Previous experience working in a Technical Service Desk Environment
  • Previous experience in a leadership role
  • Experience working in a managed services provider would be an advantage
  • Excellent coaching, influencing and people management skills
  • Highly organised with the ability to work under pressure, delivering to tight timescales
  • Good communication skills, written and verbal
  • Experience in complaint resolution and strong troubleshooting skills



What’s in it for you?

  • Up to 35k + Bonus
  • 25 days annual leave
  • Life assurance
  • Contributory pension scheme with employer contribution of 4%
  • 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.