IT Service Desk Team Leader

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Salary Description
Contract Type


Job Title - IT Service Desk Team Leader

Knights of Old are a leading privately owned 3rd party logistics company with over 100 years’ experience and a strong reputation for quality and efficiency in the shared user and dedicated transport solutions industry in the UK & Worldwide.

Due to our continued growth and success, we have a vacancy for an experienced IT Service Desk Team Leader to join a busy and dynamic team tasked with supporting and managing the Company’s IT/IS infrastructure. Reporting into the IT Projects & Services Manager you and your team will be resolving user, software application, systems and hardware related issues on a day to day basis. You will also carry out project work, participate in key business initiatives and be involved in the implementation of internal and customer solutions.

The main responsibilities of the role are:

  • Respond to inbound support requests, whether they be electronic or via phone calls, in a timely and professional manner maintaining a high degree of customer
  • To support the IT function through a responsive and proactive approach to all tasks, where quality internal and external customer service and satisfaction is
  • As an experienced member of the team, you will be expected to manage and monitor the provision of service desk services on a daily basis taking ownership of support tickets where necessary.
  • Triage tickets and assign tasks to an in-house IT team as and when
  • Carry out installations and configurations of IT equipment including the completion of all relevant
  • Monitors problem and change tickets and follows up with the team to ensure timely resolution of the
  • To be able to assist the IT team in finding speedy resolutions to user’s escalated IT issues using internal technical support as well as external
  • Keep Customer end users informed regarding status of outstanding
  • Produce clear, timely and valuable MI relating to service delivery and SLA
  • Strong customer / client
  • Provides leadership by projecting a positive attitude, being part of the team and leading by example.
  • Mentor and develop team members both technically and
  • Communicative, able to effectively manage/supervise first line service desk staff, and external vendors when

Technical Competencies:

  • MS-Windows Server - 2012, 2016, 2019, Terminal Server / RDS Farms with in depth understanding of AD, DNS &
  • Physical / Virtual Servers – Knowledge of VMware virtualisation technologies including high- availability.
  • MS Exchange / Office
  • Hardware (Desktop, Servers, Storage) HP
  • Network Infrastructure – Routing & switching, Firewalls. TCP/IP knowledge with experience in business grade devices.
  • LAN/WAN/VPN/WI-FI technologies and problem diagnosis and resolution
  • Configuration of VLANs & VPNs.
  • Datto / Autotask - Experience of managing a Service Desk such as Datto Autotask
  • Experience of Veeam Backup Software
  • Experience in managing cyber security and end-point protection
  • Experience and knowledge of NEC and 8x8 telephone systems
  • Knowledge and experience of ITIL and Service Delivery best practice
  • Transport Management and Warehouse Experience a distinct advantage.
  • An appreciation of ISO 27001 would be useful though coaching will be provided in this area.
  • Formal training and industry recognised qualifications also desirable.
  • Manages and takes part in the out-of-hours call-out rota

Benefits and working conditions

The successful candidate will join us on a full time, permanent basis and will receive a competitive salary and benefits package of:

  • Mon – Fri, 8.30 – 17:30 working day
  • 21 Days holiday per year
  • Company Car
  • Simply Health HealthCare Scheme
  • Location: Kettering, Northamptonshire though the position will require occasional travel to other sites and customer locations.
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