The Role

Air IT are seeking an experienced and driven IT Service Desk Team Leader to lead an established team of IT Service Desk Engineers. Founded in 2005 Air IT has grown from strength-to-strength and is now ranked as a world leading Managed Service Provider. We take pride in having an employee-centric environment and are strong believers in developing the skills, knowledge and resource of our workforce.

As a Service Desk Team Leader, you will responsible for leading and developing a growing team of Service Desk Engineers. You will be responsible for ensuring that our customers receive a quality and consistent service and that client satisfaction is maintained by overseeing adherence to SLAs, KPIs and CSATs. You will actively coach and mentor your team, managing performance and ensuring compliance with company and departmental procedures.

Our ideal candidate will be an experienced Service Desk Team Leader with an IT Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.


Key Responsibilities

  • Managing, developing and mentoring your assigned service desk team, providing guidance and support.
  • Completing people management activities, including performance reviews, probationary reviews and any disciplinary related actions.
  • Managing the performance of team members through setting objectives, encouraging and supporting development and ensuring staff have the appropriate skill sets.
  • Overseeing departmental procedures, to ensure they are all carried out effectively and SLAs and customer satisfaction are achieved.
  • Following the compliments, complaints and suggestions procedure, including the completion of non-conformances reviews and taking necessary resolution actions as required.
  • Conducting fortnightly call and ticket quality checks to ensure that departmental procedures are adhered to and ensuring results are documents and appropriate action is taken to remedy any issues.
  • Ensuring that operational KPIs and statistics are within the agreed targets and initiatives are identified to drive continual service improvement.
  • Responding to and prioritising escalations from internal resources and customers in accordance with OLAs and SLAs
  • Working as part of a team in order to assist colleagues to cover for absences etc. to ensure that Company Standards are maintained and objectives are met.
  • Participating as and when required with out of hours change and incident management, to ensure that disruption to client’s systems are kept to a minimum.
  • Ensuring your team’s compliance with health and safety requirements, including risk assessment and the Company’s Lone Worker Policy.
  • Ensuring that relevant ITSM tools are kept up to date.


You’ll need…

  • Proven experience managing and leading a Service Desk Team
  • Knowledge and Experience of Service Management principles including ITIL and SDI.
  • Experience of administrating and supporting latest Microsoft technologies
  • Experience of setting up and maintaining business system networks based on Microsoft technologies including email protocols, DNS, security, DHCP, backup and recovery etc.
  • Experience with the following technologies:
    • Microsoft Windows Operating Systems
    • Microsoft Exchange Server
    • Microsoft Office Packages
    • Microsoft Windows Hyper-V
    • Microsoft Azure
    • Server hardware support
    • Office 365
    • StorageCraft Backup Software
    • Router and firewall troubleshooting
  • A current and valid driving licence
  • Flexibility with working hours


Interested in working with us?

We want to hear from people of outstanding ability or potential. To apply for this position, please submit your application using the form below.

Key Benefits

  • Competitive salaries
  • Competitive bonuses
  • Annual pay reviews
  • Health insurance
  • Tiered pension
  • Service holidays
  • Childcare vouchers
  • Company laptop
  • Free uniform
  • Mileage allowance
  • Full induction
  • Career planning

And much more…

Application Form

To apply for this position, please complete the form below and attach your CV and covering letter.
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