Service Desk Team Leader – 1st line

🔥 12 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nasstar

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

Consulting • Logistics • Cloud Computing

Nasstar is a cloud service specialist that designs, implements, and manages multi-cloud solutions, innovative communication tools, and high-performance networking. With a strong global presence, Nasstar supports customers across various industries by offering a comprehensive suite of cloud services. The company has undergone several strategic acquisitions and rebranding efforts to enhance its capabilities, such as the acquisitions of Modality, Outsourcery, and others. Nasstar is committed to evolving with the rapidly changing tech industry and values enthusiastic individuals who are driven and passionate about making a difference.

📋 Description

• Oversee incident management, service request fulfilment, user experience, continual service improvement, operational efficiency, and SLA adherence • Own the End User Service Desk Service Description and be accountable for service delivery • Lead day-to-day first-line Service Desk operations • Handle incidents, service requests, and escalations • Monitor and manage ticket queues for SLA compliance • Drive service delivery aligned with ITIL best practices • Service customer requests relating to Microsoft services, from basic MACD/JML changes to complex environment changes such as scaling AVD infrastructure • Analyse, maintain, and improve the customer request service catalogue • Ensure clear, effective, and timely communications, interactions, assignments, details, and actions • Maintain high-quality, consistent, and cost-effective services through quality assurance and KPI reporting • Manage, mentor, and develop Service Desk analysts • Set performance objectives and conduct regular reviews • Build a high-performing, customer-centric team culture • Identify training and capability gaps and drive development plans • Support workforce planning, recruitment, and onboarding • Own and improve team CSAT • Analyse user feedback and implement improvement initiatives • Promote proactive communication with end-users and stakeholders • Act as escalation point for customer escalations and service issues • Define, track, and report KPIs including SLAs, first-call resolution, and ticket volumes • Provide regular operational and executive reporting • Analyse trends and identify opportunities for improvement or automation • Drive continual service improvement plans • Ensure adherence to ITIL Incident, Request, Problem, and Change processes • Collaborate with Problem Management to reduce recurring issues • Maintain documentation, knowledge base articles, and SOPs • Ensure compliance with security, audit, and governance standards • Participate in the ServiceNow User Forum to provide Customer Services Centre requirements and improvements • Drive automation, self-service, and AI initiatives • Improve knowledge management

🎯 Requirements

• AZ-900 Microsoft Azure Fundamentals qualification • MD-102 Microsoft 365 Endpoint Administrator Associate qualification • Troubleshooting and analytical skills • Ability to work independently, with some guidance, and as part of a team • Ability to manage expectations of customers and internal stakeholders • Ability to respond to changing demands and operational challenges • Experience with cloud computing and systems, including support of SaaS and PaaS • Prior experience as an engineer on Microsoft products • Proficiency with Microsoft 365 and application support in an operational environment • Excellent problem-solving skills and strict attention to detail • Effective communication skills with technical and non-technical people • Growth mindset and ability to learn new skills and technologies in a fast-paced environment • Self-driven, collaborative approach • Desire to inspire teams and delight customers • Proven team leadership experience