Our super Client is recruiting for an experienced Service Desk Team Leader to head up their in-house Service Desk team, reporting to the Service Desk Manager. Delivering a comprehensive portfolio of intelligent services and solutions to their Clients, you and the team will provide a high level of support and expertise to the client base. The successful applicant will have a demonstrable track record of maintaining strong relationships with customers, within an IT Service Desk environment. Solid experience of defining, monitoring and managing Service Level Agreements (SLAs) within an IT services/solutions business is essential for this role. Experience of working to ITIL standards preferred. The Service Desk Team Leader is responsible for the daily operation of the Service Desk team consisting of 1st, 2nd and 3rd Line Technical Consultants. The position involves managing the Technicians' workloads, scheduling the technical calendar, driving efficiencies and managing the tickets based on urgency and technically availability. Conducting one-to-one reviews and helping individuals meet their KPIs is a core aspect of this role. As well as a strong grounding in service delivery management, this role also requires a solid technical understanding of IT infrastructure including technologies such as Windows Server Management, Active Directory and Group Policy, Exchange/Office 365, TCP/IP, DNS/DHCP, Server Virtualisation, Networking and Routing. The Service Desk Team Leader will be an active member of the Service Desk. It is therefore essential that you have in-depth knowledge of and experience with the following from a support perspective: * Windows Server Management * Active Directory and Group Policy * Exchange/Office 365 * TCP/IP, DNS/DHCP * Server Virtualisation * Networking and Routing Desirable knowledge and experience: * Citrix - XenApp and/or XenDesktop * IP Telephony * Veeam The successful applicant will have excellent interpersonal skills, the ability to negotiate with customers and build long-lasting, profitable relationships. Although the role is office based, a full clean driving licence will be required as there may be occasion to visit client sites. The successful person will be able to demonstrate the following: * A willingness to learn and co-operate as part of a team * Confidence working in a busy environment * An excellent telephone manner, along with friendly customer service skills * Attention to detail * A proactive, logical approach to problem solving coupled with common sense * Good communication, literacy and organisational skills They offer a comprehensive benefits package consisting of: * Unlimited tea and coffee in the office * Training and development plans tailored to your individual needs * Regular company and team social events, plus participation in charity and sports events * Tax free childcare initiative * Cycle to Work scheme * Enrolment into the workplace pension scheme * Perkbox membership offering discounts at major retailers, leisure and travel operators, a free monthly cinema ticket and more * Private healthcare after 3 years of service We endeavour to respond to all applications; however, due to the large volume this isn't always possible. If you haven't heard from us within seven days, please assume you have not been successful for this particular role. Thank you for your interest and please continue to look at our website for future opportunities.