Telecoms Service Desk Team Leader

Telecoms Service Desk Team Leader: Unified Communications

Read on to discover more about Croft and this role's key responsibilities and benefits.

Job Type: Full-time
Work from home 2 days per week (subject to business requirements)
Schedule: Shift work, Monday - Friday
Location: Croft's Offices in either Hertford, Fleet or Birmingham
Experience: Five years in a Telecoms Service Desk role, and line management experience

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About Croft

Croft is a company delivering next-generation Unified Communication & Managed Services to a range of clients in the SME, corporate and public sectors. Key areas of our business include business mobiles, business phone systems, business broadband, managed IT services, managed cyber security services, hosted telephony, contact centres and IT hardware repair. Our clients include Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels and Ted Baker.

We have seen significant growth in the last 2 years and have acquired 17 businesses, with an ongoing strategy to acquire more businesses that are accretive to the group, be it through scale, geography, or adjacent product.

This is a great business to join at an exciting part of its lifecycle. Operating like an entrepreneurial start-up with the security of being a small established business, the environment is fast-paced but fun!

We are looking for vibrant and energetic individuals to join our UC&C Service Desk Team. You’ll be a motivated self-starter with exceptional interpersonal skills and someone who enjoys working as part of a team striving to achieve individual, team and business goals.

We have created a new role for a Telecoms Service Desk Team Leader, this is a hands on role that will also involve management of the team (with support from the Technical Services Manager).

Key Responsibilities

As a Telecoms Service Desk Team Leader you will be:

• Managing and assigning tickets, and providing support to the team.

• Monitoring tickets to ensure successful completion or escalation where needed.

• Carrying out ticket hygiene audits to ensure tickets are being noted and managed correctly and within SLAs. Providing guidance to the team where improvements can be made (if required).

• The go-to person for colleagues when advice and assistance are required.

• Acting as the first point of escalation for end-user complaints, referring to the Technical Services Manager (if required).

• Identifying and delivering training requirements to new starters, and supporting the existing team in upskilling their knowledge.

• Completing and documenting 121’s for the team.

• Actively participating in and managing the monthly out-of-hours rota across the team, ensuring all required individuals are available as per the agreed rota.

• Conducting performance reporting.

This role is incredibly varied, and more importantly, not restricted – therefore the successful candidate will be able to bring their ideas to life.

Required skills, knowledge, and experience

The successful candidate will have a minimum of five years experience in a Telecoms Service Desk role supporting hosted telephony & connectivity, with current or previous line management experience.

Attributes are key for this role; we're looking for a positive, proactive individual who will lead by example and motivate the team.