Service Desk Team Leader (1st line)

Department: Microsoft

Employment Type: Permanent

Location: Remote, UK

Description

Key Responsibilities

• Lead day-to-day Service Desk operations (1st line support) 
• Ensure effective handling of incidents, service requests, and escalations 
• Monitor and manage ticket queues to ensure SLA compliance 
• Drive consistent service delivery aligned to ITIL best practices 
• Servicing customer requests relating to their use of Microsoft services. These will range from basic changes (e.g. MACD/JML processes) through to more complex changes to environments (e.g. scaling AVD infrastructure) where team skills allow. 
• Analysing, maintaining and improving the service catalogue of customer requests 
• Ensuring that all communication, interactions, assignments, details and actions are clear, effective and timely and that your team are doing the same consistently 
• Quality Assurance, be responsible for maintaining high-quality, consistent, and cost-effective services. Regular reporting against key performance indicators ensures adherence to agreed metrics and service level agreements. 

• 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 in line with the Microsoft divisions technical direction 
• Support workforce planning, recruitment, and onboarding 

• Own and improve CSAT for your team 
• Analyse user feedback and implement improvement initiatives for your team 
• Promote proactive communication with end-users and stakeholders 
• Act as escalation point for customer escalations or service issues 

• Define, track, and report on KPIs (e.g., SLAs, first call resolution, ticket volumes) 
• Provide regular operational and executive reporting 
• Analyse trends and identify areas for improvement or automation 
• Drive continual service improvement plans (CSIP) 

• Ensure adherence to ITIL processes (Incident, Request, Problem, Change) 
• Collaborate with Problem Management to reduce recurring issues 
• Maintain documentation, knowledge base articles, and SOPs 
• Ensure compliance with security, audit, and governance standards 

• Be part of the ServiceNow User Forum to feed in Customer service Centre requirements and improvements 
• Drive automation, self-service, and AI initiatives where possible 
• Improve knowledge management  

Skills, Knowledge and Expertise

• 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. 
• Able to manage expectations of customers and internal stakeholders. 
• Able to respond to changing demands and operational challenges. 
• Experience with cloud computing and systems including support of SaaS and PaaS. 
• With prior experience as an engineer on Microsoft products, you will be proficient with M365 and application support in an operational environment. 
• You will have excellent problem-solving skills and will be able to solve technical problems requiring a strict attention to detail. 
• Your effective communication skills allow you to build internal and external relationships and solve challenges. You will be adept at communicating with various technical and non-technical people. 
• You will have a Growth Mindset: openness, coupled with an ability to learn new skills and technologies in a fast-paced environment. 
• Self-driven, collaborative approach with a desire to inspire teams and delight customers. Proven team leadership experience.