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Service Desk Team Leader

Service Desk Team Leader | Southampton | circa £28,000

Jonothan Bosworth Recruitment Specialists are currently looking for Service Desk Team Leader to join a key client based in Southampton.

This is a great opportunity to join a well-established software company that provide some of the world's leading retailers with financial solutions.


As Service Desk Team Leader you will act as 1st escalation point to the company's extensive service desk and responsibilities include floor walks, distributing calls within the team while maintaining contractual SLA's and provide continuous ?over the shoulder? support for your team.

You will be expected to manage distribution of project work : installs, upgrades, rollouts and liaise closely with the technical team lead, sourcing relevant training (In house and external) via agreement from your Line manager.

You will work to specific team targets and KPIs and be responsible for actively reducing the On Hold and out of SLA lists along with monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements, managing alerts in a timely manner.


Service Desk Leads are required to have a strong understanding of ITIL processes and have the confidence to escalate issues, problems, complaints to your line manager in a timely manner

You will provide continuous telephone monitoring of staff, regular performance reviews and as well as the management of staff time-sheets, sickness, holidays and any other time off with agreement from the line manager, making sure rotas are up to date.

As Service Desk Team Leader you are required to have impeccable oral and written communication skills, excellent customer service and comfortable providing problem analysis / solving in a fast paced service desk environment.


NVQ Level 1 or above in Customer Service or equivalent and / or a willingness to undertake NVQ qualifications in Team Leadership.


Working hours are between 6am : 11pm Monday : Sunday and shifts are allocated on a rotation basis.


Our client is looking for a natural team leader, experienced on Service Desk Environments ideally having already held the position of Team Lead.

If you feel that your skills and experience are well suited to this position, then please APPLY TODAY!

For more information please contact Oscar at Jonothan Bosworth Recruitment Specialists.

  • Start: ASAP
  • Duration: Full Time
  • Rate: 26000-30000 Per Annum
  • Location: Southampton, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: Jonothan Bosworth
  • Contact: Oscar Jenkins
  • Tel: 0330 3359 303
  • Email: to view click here
  • Reference: SDTL_H_JL_OJ
  • Posted: 2019-02-06 14:42:03 -

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