We’re hiring – Service Desk Team Leader

November 8th, 2017 Blog, News, Work for us

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Service Desk Team Leader- up to £35,000 dependent on experience plus great benefits.

Further benefits

  • 22 days holiday, plus your birthday off and one day extra for every year of company service
  • Private healthcare
  • Company pension scheme
  • Free access to our company Perkbox system (100’s of free benefits including gym membership, restaurant vouchers, cinema tickets, mobile insurance, shipping discounts, etc.)
  • Individual training budget for every employee
  • Great social culture, regular staff events, energetic and motivated atmosphere


The role – what we’re looking for

We are looking to recruit a Service Desk Team Leader with a background in networking and datacentres, reporting to the Backbone Connect Service Delivery Manager. Your responsibilities will be the day-to-day running of the IT Service Desk, ensuring that all process and procedures are adhered to. You will actively mentor your direct reports on the Service Desk, be proactive in developing Service Improvement initiatives while also being responsible for overseeing the incident process.

This is a key role in the organization, with an expectation that the successful candidate has the capability to lead by example in servicing and managing the flow of requests and incidents between the Service Desk and Network Operations Centre.


The person – who we’re looking for

We are looking for an experienced support team leader with the experience to grow and lead the Backbone Connect Service Desk as our company undergoes rapid growth. A can-do, lead from the front attitude with the ability to shine under pressure and the want to bring out the best in those around them. Someone who takes pride in what they do and understands that the Service desk is the window in which customers view the whole of Backbone Connect. Today, we are ensuring an industry best practice Service Desk. Tomorrow, we are building an award-winning support function. This is your opportunity to be a part of that change.


Ideal skillset and experience

An eye for process is important, as this role will play a key part in defining the Service Desk function today and in the future. Knowledge of Networking and datacentre infrastructure an advantage but not essential.


Core tasks

  • Directly line managing Support Engineers
  • Incident, Change, Problem, and configuration management
  • Ticketing System administration (Zendesk)
  • Task assignment and delegation
  • Scheduling resources for project support activities
  • Mentoring junior team members
  • Management and customer reporting


Why work for us?

Backbone Connect are one of the fastest growing technology companies of our type in the UK. We’ve succeeded in a competitive industry by being different. Different in the way we treat our customers, different in the way we build our culture. Different in the way we recruit for our most important resource, our staff.

We focus on recruiting and developing the best people possible in all positions. Our company culture is to be ‘Better than Best Practise’ in everything we do. This means constantly working to support the growth and development of our staff and ensuring that we are always doing everything possible to provide a fantastic working environment.

So what does that look like to our staff? It means offering competitive employment packages, with benefits that extend beyond everyone else’s ‘standard’ offering. It means being an accredited Investor In People, providing individual training budgets for staff and progression plans that help them build a career, not just a job. It’s offering the little things that make a big difference, like a benefits system that gives staff discounted life essentials such as gym memberships, mobile phone insurance, restaurants and shopping.

To apply for this role, send your cv and a covering letter to





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