Overview

Quadris is a successful Managed IT Services and IT Solutions provider having grown consistently from our birth in 2008. We help organisations across the UK deliver outstanding IT by providing the managed teams, skills, knowledge, and solutions required to deploy safe, secure and reliable infrastructure and services.  We are poised for significant growth at a higher rate than we have previously experienced and are therefore looking to strengthen our people leadership teams to deliver outstanding service to our customers.

Summary

The Service Desk Team Leader must possess excellent people management skills and be able to develop teams to deliver a great customer experience as efficiently as possible. A thorough understanding of ITIL and direct experience implementing it across a service delivery function is paramount, as is an understanding and interest in how to use supporting tools to deliver excellent performance and customer service.

The Service Desk Team Leader will directly manage the workload of a team of Service Desk Technician level staff tasked with responding to customers service requests, incidents and other proactive and reactive services that make up our managed IT service offering. The Team Leader will also be involved in some management of workloads across the wider technical teams, through escalations and project related tickets. ​This service is delivered to multiple customers across the UK but increasingly across EMEA.

As a growing and changing organization the Service Desk Team Leader is expected to be part of formulating our operational services going forward and embrace the opportunity to shape our future service offering. This includes the ability to lead and take our team of technicians with us/ The Service Desk Team Leader will report to the Service Delivery Manager.

Key Responsibilities

Day to day line management of the Service Desk function including bi-annual appraisals, quarterly smart goal check-ins, monthly one-to-ones, training, call reviews and development planning.Responsible for the Team’s Service Delivery across all clients and all aspects of customer facing support requests.Identifying all Incidents (Major and Minor) and managing them appropriately, including reporting.Develop and coach team members to improve performance and delivery of service.Working with the Service Delivery Manager to ensure process development and continual improvement.Deliver excellent customer service and management customer incidents and complaints.Ensure the team achieve and exceed relevant SLAs and KPI’s via thorough monitoring and leadership​Delivery against job specific Key Result Areas (KRA’s)Working with the Alerts and Maintenance Manager, Head of Projects and the Operations Administrator to make sure resourcing is planned and effectively communicated across the business, including the various On-Call, Service Desk and Escalation Rota’s.Working with the Alerts and Maintenance Manager to help support the evening and weekend SDT team when necessary.Support enhancing our out-of-hours service to our customers

Essential Skills

People management skillsExcellent customer service and strong written and verbal communication skills.Time Management & Organisation SkillsKnowledge of call/ticket logging technology and processes.Experience working to Service Agreements, SLAs/OLAs in a similar environment.Relevant ITIL knowledge and experience.Financially and numerically astute – must be able to understand the impact and meaning of KPIs and be able to develop these accordingly. Experience working in the area of deployment, administration, and maintenance of company/client assets, such as Laptops, mobile phones and peripherals including associated management software.Good range of technical skills including – Windows Server, AD, Group Policies, VMWare, TS, Group Policies, MS Exchange, Back Up technologies.  General Networking knowledge including Trunking, V-LAN’s/DNS, DHCP, Firewalls/NAT/VPN

Essential Experience

2 years’ experience working within ITIL process framework Demonstrable experience in service and customer facing roles.IT Service management platform experiencePractical continuous improvement planning and executionWorking with a wide range of stakeholdersDesigning and implementing service functions or improvements

Desirables

Experience of working to ISO27001 standards.2 years’ experience as a Service Desk Team Leader ideally involved in project management and delivery.MCP/MCSE/MCITP/MCSA/CCNA/Citrix qualificationsExperience in any of the following technologies: Office 365, Azure, Citrix, Dell VRTX, VxRail, V-SAN, Nutanix, CommVault, Nakivo, Veeam, StorageCraft, DATTO, SonicWall, Hyper-V, Zerto, ITIL v4 Certification Foundational knowledge/experience of Azure/AWS technologies, Network Management & Monitoring tools. Working within highly secure and regulated environments.

Colleague Benefits 

The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.

We take care of our people by offering: – 

25 days paid leave + Bank Holidays (rising with length of service) 

Contributory Pension Scheme, tiered contributions rising to 7% with length of service.  Company sick pay (after qualifying period) Free independent financial wellbeing advice when you join us Tailored personal development plans and career journey planning Fully/Partially Funded training* Free parking Environment that focuses on your wellbeing Free vitamins to keep you fit and healthy Free refreshments Free fruit 

*Subject to agreement with your Line Manager/Business Needs​