Job Opportunity at Content+Cloud, Service Desk Team Leader Out of Hours

Job Opportunity at Content+Cloud, Service Desk Team Leader Out of Hours

Service Desk Team Leader Out of Hours


Are you looking for a great opportunity to guide and build a Service desk whilst providing support to one of our many clients?

As a well-seasoned Service Desk Team Manager, you will be managing a team of Out of hours/Nightshift Service desk engineers, ensuring support tickets are responded to within agreed SLA’s and making sure your team of well-equipped engineers are mentored and developed

In showcasing your skills and experience here’s a look at your day-to-day tasks:

Ticket and Telephone

  • Responsible for achieving agreed service levels, at both ticket and telephone level, at both team and individual level
  • Responsible for building relationships with customers, attending service reviews and onboardings, and managing customer escalations
  • Responsible for ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly and in line with agreed service levels
  • Responsible for managing the progression of allocated tickets, ensuring customer incidents and requests are being managed effectively
  • Responsible for developing a set of serviceable metrics to highlight individual and team performance and help develop a gamification environment of incentive, rewards, and recognition


  • Responsible for direct management of a team of Technical Engineers
  • Responsible for performance management of a team, including regular performance reviews at both team and individual level, highlighting areas for improved achievement, introducing performance development plans, and where necessary, managing disciplinary reviews
  • Responsible for developing a team of Technical engineers whilst identifying skills gaps, creating skills matrixces, developing, and implementing a training programme at both team and individual level, and tangible reporting to show a service improvement link between the programme and individual performance
  • Responsible for inputting into the development of individual and team objectives and actioning annual objectives setting meetings, mid-year reviews, and end-of-year appraisals, including performance grading and salary recommendations
  • Responsible for the recruitment and selection of new team members

Knowledge Base

  • Responsible for owning and developing the knowledge base for the team and the supported customer base, ensuring that knowledge is documented and shared and that Champions are created. Their knowledge is shared and regularly reviewed to improve performance continuously
  • Responsible for maintaining your current technical knowledge, allocating time to understand and learn the technologies your team support to more detail, and allowing a better understanding of new tickets to ensure they are prioritised using the best possible technical understanding of the customer’s problem

Process and Procedure

  • Responsible for progressing major incidents, being the major incident manager, sending out regular updates and keeping the customer and the business informed on progress
  • Responsible for Root Cause Analysis documents to be created and published to the customer within the agreed SLA of 5 days post the closure of a major incident
  • Responsible for collating information and inputting into the formal complaints process
  • Responsible for actioning regular Problem Management within the team, from daily identification of common incidents that need to be converted into Problem tickets for Senior Engineers to investigate, through to monthly ticket trending and analysis with a drive to reduce hours spent on reactive service impacting tickets (measured through RHEM)
  • Ensure a high standard of quality is always shown in communications sent by the Team Leader on behalf of Mirus

Service Desk Team Leader Out of Hours Job Vacancy at Content+Cloud


Being the person we’re looking for, you have knowledge and application in:

  • Experience in a similar Leadership role
  • Managing a team of Technical Engineers
  • Having managed an OOH/Nightshift team
  • Developing and Implementing Individual Performance Plans
  • Recruitment and Selection
  • Demonstrated understanding of incident, problem, and change management, at ITIL Foundation level
  • Possess strong interpersonal skills working with teams and individuals at all levels of the organisation
  • You are self-motivated, pro-active and with the ability to drive project agendas
  • Happy to work collaboratively in a team environment
  • Competent management of changing workload and priorities
  • Managing tickets within a ticket-handling system
  • Experience with SharePoint
  • Proficiency in MS Office suite incl. Visio
  • Creative, analytical problem solver with the ability to apply original and innovative thinking

*OOH shifts and rotations will be discussed with you at interview stage


Click here for the list of benefits.

This is a remote-first hybrid role. See here for details about our C+C hybrid workstyle.

Hit the apply button to easily share your details with us and we promise to respond quickly.

How to Apply:

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