Service Desk Team Leader

Who are we?

Chamonix IT Solutions is an end-to-end technical services business focused on helping customers to achieve and maintain digital currency to stay competitive in an ever-evolving market. From digital transformation through to complete technical delivery and ongoing managed support, Chamonix has been working with customers across a range of industries for over 12 years to understand where they are on their digital journey, where they need to be and then help them get there.

We are seeking a dynamic and experienced Service Desk Team Lead to join our growing Managed Services team. If you are passionate about delivering exceptional IT support, possess strong leadership skills, and thrive in a fast-paced environment, we want to hear from you.

Responsibilities:

• Lead and mentor a team of Service Desk professionals to ensure the delivery of high-quality IT support services.
• Collaborate with clients to understand their business needs and provide proactive solutions.
• Oversee the day-to-day operations of the Service Desk, ensuring timely incident resolution and adherence to service level agreements (SLAs).
• Develop and implement Service Desk policies, procedures, and standards to ensure consistent and high-quality service delivery
• Monitor and analyse Service Desk performance metrics to identify areas for improvement and implement corrective actions as needed
• Collaborate with other teams to ensure that Service Desk operations are aligned with business objectives and priorities
• Manage Service Desk projects and initiatives to improve service delivery and customer satisfaction
• Maintain a high level of customer satisfaction by ensuring that all service requests are resolved in a timely and professional manner

Qualifications:

• Minimum of 5 years of experience in Service Desk operations, with at least 2 years in a leadership role
• Strong technical knowledge of IT systems, applications, and infrastructure
• Strong background in Microsoft 365 technologies (Intune, AAD, Defender, SharePoint, Teams).
• Proficiency in delivering desktop IT services including support, scripting, patching, automation, policy, security etc.
• Strong understanding of cloud infrastructure and architecture.
• Knowledge of networking, security, and virtualization technologies.
• Excellent communication and interpersonal skills to interact effectively with end-users and cross-functional teams.
• Ability to work under pressure and manage multiple priorities
• ITIL certification is a plus

What’s in it for you?

• Come to work at the globally recognised Lot Fourteen, a shared space of innovation, culture and arts
• Join a team at the forefront of technology, working on cutting-edge projects that drive innovation.
• Chamonix invests in its employees' development through continuous learning opportunities and career advancement.
• Make a tangible impact on our clients' success by delivering high-quality solutions that address their business challenges.
• Be part of a collaborative and supportive work environment that values diversity and teamwork.

What are you waiting for?

If this sounds like you and would love to join our team, click “apply now” and upload your current CV and cover letter.

Please note that we receive a large number of applications and only shortlisted candidates will be contacted.