Overview of the role

As one of our Service Desk Team Leaders, you will be one of the main points of contact for our dynamic Service Desk – making sure they feel supported in their job roles, assisting with their progression plans and coaching them to thrive. You and our other SDTL will be the day to day contact across our 1st, 2nd and 3rd line engineers, escalating when needed to our Service Desk Manager. Our engineers support a wide range of customers via the telephone and email management within a designated time frame, offering excellent and prompt customer support keeping to the high standards Tailor Made Technologies are known for.

Benefits of working for Tailor Made Technologies:

A competitive salary

Training opportunities set out with a clear training structure

Progressive working environment with access to voice your opinions to decision makers

25 days holiday plus bank holidays

Your birthday off

Flexi health plan cover and access to a range of Health Benefits

IT purchasing scheme

Company pension

An active Social Committee who plan monthly competitions and events

A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology​

Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.​

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.​

Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

We provide… 

Dedicated experts who speak your language

Scalable technology solutions that grow with you

Compliant services that keep you competitive

Straightforward support with no hidden costs

Duties and responsibilities of our Service Desk Team Leader:

  • To provide excellent customer care and support through efficient and organised ticket management
  • Providing first response fixes to customers via the phone or email
  • Providing resolution to incidents and requests, and appropriately escalating all others
  • Ticket triage – assessing ticket priorities and escalating when required
  • Liaising with third parties and customers with regards to incident resolution and requests
  • Handling customer requests and escalate according to company procedures
  • Manage work queues and prioritise events, ensuring compliance with SLA’s
  • Assist the Service Desk Manager in managing service desk in such a way as to deliver excellent customer service
  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Working alongside the Service Desk Manager to make sure the service desk is covered for holidays, sickness and lunches each day
  • Making sure engineers are managing their queues and escalating at the right time to provide the best service possible
  • Being an escalation point for the team
  • Handling customer complaints.

Essential Skills:

  • Excellent verbal and written communication skills.
  • Experience with how an ITIL service desk runs.
  • Experience in leading or managing a team.

If you have experience in any of the below, we’d like to hear from you (not all required):

  • Microsoft Windows desktop and server configuration and support experience
  • Microsoft Exchange On Prem and Online configuration and support experience
  • Terminal server environment configuration and support experience (Citrix, AVD, RDS)
  • Active Directory configuration and administration
  • Strong knowledge and understanding of Group Policy
  • Strong general networking skills (CLI, Subnetting, NAT)
  • Good understanding of DNS
  • Router configuration and support experience (Cisco, HP, Draytek)
  • Firewall configuration and support experience (Watchguard, SonicWALL)
  • HP ProLiant & Dell PowerEdge Server Hardware support experience
  • VMware & Hyper V support experience (VCP an advantage)
  • Storage technologies (NAS, NetApps, Synology)
  • Strong understanding of Office 365
  • Strong understanding of Microsoft Azure
  • Strong understanding of Microsoft Intune

Apply: