IT Helpdesk Team Leader

Job Title: IT Helpdesk Team Leader

Location: St Asaph, Wales

Salary: £28,000 to £30,000 per annum

Job Type: Full time, Permanent

About Us:

Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.

About the Role:

We are looking for an enthusiastic customer service-focused team leader, with previous experience of working within the ICT sector, preferably in an IT 2nd/3rd Line Helpdesk Role.

You will be responsible for a team of professionals, taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket.

Key Responsibilities:

• Support and upskill new and existing team members
• Reporting to the IT Service Manager
• Producing up to date team statistics (SLAa, KPIs) for the IT Helpdesk
• Assist on 1-2-1s with the IT Service Manager
• Distribute work to team members based on capacity / skillset / knowledge
• Ensure customer faults and incidents are responded to and resolved within SLAs
• Demonstrate ownership, accountability, and strive for 'First Call Resolution'
• Support the team answering the phone to inbound calls from customers who require technical help
• Help the team troubleshoot and resolve software and hardware issues onsite, remotely over the phone and by email
• Investigation and monitoring of IT related, network, workstation, laptop and application performance issues
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction and ticket resolution
• Ensuring all open cases are updated with relevant information and customers are regularly updated
• Responsible for consistently giving a first-class service
• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date

About you:

Job Experience Required:

• Have an IT background within 2nd/3rd Line IT Helpdesk experience is essential
• Experience of leading a team
• Experience in customer service (excellent verbal and written communication skills required)
• Comfortable using CRMs and documentation solution

Benefits:

• Staff Share Equity Scheme
• New customer referral incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
• Perkbox offers and discounts
• EAP

Please Note:

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Telecoms Support Engineer may also be considered for this role.