IT Service Desk Team Leader - GammaLabs

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.