IT Service Desk Team Leader - GammaLabs
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A bit about us 
Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.
Who are we looking for? 
We are seeking an IT Service Desk Team Leader to join our growing team here at Gamma. In this role you will support the IT Service Desk Manager in the day to day running of the service desk, leading a team of 1st and 2nd line IT Service Desk Administrators to deliver high quality technical support to internal users. You will also ensure the team are working toward the agreed SLA’s and support in the development of the IT Support services and staff.
What will you be doing day-to-day? 
- This will involve managing a team of staff and their workload which you will prioritise in line with the SLA's and business requirements.
- Lead, mentor, and manage a team of service desk analysts, providing guidance and support to ensure they meet performance targets and deliver high-quality support.
- Conduct 1-2-1’s, performance reviews, probation reviews and Professional development reviews
- Identify training needs within the team and coordinate training programs to enhance technical skills and service delivery capabilities.
- To make and implements service Improvement opportunities
- May require overnight stays across the UK
- To ensure compliance regarding Gamma policies and processes.
- To share and document knowledge
What you’ll need 
- A minimum of 2 years’ experience within a service desk position.
- A proven ability to multitask and be able to make assessments of urgency based on knowledge and experience
- Good working knowledge of Microsoft Active Directory and Group policy.
- Excellent written and verbal communication
- Able to manage time and work under pressure to tight deadlines
- A proven ability to mentor and support others.
What do we offer? 
25 days PTO + bank holidays
Your birthday off
Private Medical Insurance
Electric Vehicle (EV) scheme
Pension plan
Enhanced maternity and paternity leave
Share-save scheme
A few things to note 
- This role will require you to be in our Manchester office 5 days a week.
- We do not need agency support; we do all our recruitment in house.
- Unfortunately, we can't offer visa sponsorship or relocation support for this role.
If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.
We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Other details
- Pay Type Salary
- Manchester, UK