Servicedesk Lead

Role: Servicedesk Lead

About the company

Principle Networks is an award winning and ISO certified Managed Services Provider, delivering specialist IT Services to both Private and Public Sector Enterprises. We deploy and manage software-defined network, security and cloud infrastructure platforms – helping enterprises worldwide to transform legacy infrastructure into modern day services which deliver better protection, more control and agile speed of change.

The business was founded in 2018 by industry specialists Alex Steer and Russell Crowley. The objective was to create a modern MSP which would challenge the traditional Telecoms / VAR hierarchy in the UK.

In less than five years of trading, the business has grown rapidly to a point where it now employs circa 25 in-house staff across the UK, has £5m in annual revenues, and supports enterprises such as Universities Superannuation Scheme, Card Factory Plc, TVS Supply Chain Solutions and the various Public Sector agencies across the UK.

From a people and technology perspective, we do not operate a traditional office environment and all of our services are cloud based. As a result, all staff are home-based/mobile workers, which in turn opens up a global talent pool and enables us to scale easily into different geographies.

The operations side of the business is a small team of approximately 10 very skilled employees, which includes Cisco CCIEs, CCNPs, Fortinet NSE4s, NSE5s, NSE7s, developers, project managers and senior operations management.

Our goal is to become a globally recognised deployment & services provider for cloud-managed network, security and infrastructure platforms. Due to rapid growth and increase in demand, we are searching for ambitious, experienced people to join the team and play a key role in driving the business towards its growth objectives.

 

About the role 

We are seeking a highly organised and technically proficient Servicedesk Lead to oversee the daily operations of our Servicedesk function. This role is perfect for someone with a strong technical background who also excels in customer service and operational management. You will ensure that the Servicedesk team consistently meets Service Level Agreements (SLAs), maintain timely communication with clients, manage escalations, and ensure engineers are efficiently resolving tickets.

 

In addition to managing tickets and engineers, you will be responsible for coordinating planned maintenance, conducting service reviews with clients, liaising with vendors and circuit suppliers ensuring cases a logged / followed up in a timely fashion and continuously improving the overall performance of the Servicedesk function.

The ideal candidate
The ideal candidate will have excellent telephone skills, friendly, well-organised, and have a great rapport with our customers. They will be able to clearly understand a customer's problem, ensure it is logged correctly and resolve within a timely manner.

 

Key Responsibilities

 

Servicedesk Operations

 

• Lead and manage the Servicedesk team, ensuring tickets are logged, prioritised, and resolved within SLAs.
• Monitor Servicedesk performance and ensure timely communication and escalation of issues.
• Ensure engineers are consistently picking up and resolving tickets in a timely and efficient manner.
• Provide hands-on technical support, stepping in to assist with complex issues as needed.
• Regularly review ticket queues, ensuring compliance with internal processes and SLAs.
• Implement and maintain efficient processes for managing incidents, service requests, and changes.

Customer interaction and Communication

 

• Ensure timely, clear, and professional communication with clients on ticket status and updates.
• Handle escalations by working closely with the engineering team and clients to resolve issues effectively.
• Coordinate and communicate planned maintenance activities with clients to minimise disruption.
• Organise and lead regular service reviews with clients, addressing performance, feedback, and improvements.

Technical Expertise

 

• Provide technical support and expertise to the Servicedesk team and clients, particularly with high-priority or complex issues.
• Troubleshoot technical issues and deliver solutions for network, security, and infrastructure challenges.
• Collaborate with 3rd-line engineers and technical teams to ensure the swift resolution of escalated tickets.

Continuous Improvement

 

• Identify and implement opportunities for process improvement within the Servicedesk to enhance overall efficiency and service delivery.
• Keep up-to-date with industry best practices and new technologies, applying them to improve

Servicedesk Operations

 

• Monitor and report on key performance metrics, identifying areas for improvement and ensuring continuous adherence to SLAs.

 

Key Skills and Qualifications

 

• Technical Background: Solid hands-on experience in networking, cloud infrastructure, or security services. (Has or held the CCNA or equivalent certification in the past for example)
• Problem Solving: Strong troubleshooting skills to resolve technical issues independently or by collaborating with the team.
• Leadership: Proven experience in leading or managing a technical support or Servicedesk team function.
• Co-Ordination – Ensuring the optimum level of servicedesk resource is available by ensuring calendars and rotas are managed.
• SLA Management: Demonstrated success in meeting and exceeding SLAs, with a focus on continuous service improvement.
• Communication: Excellent communication and interpersonal skills to manage internal teams and build strong client relationships.
• Customer-Focused: A deep understanding of customer needs, providing timely updates, and managing client expectations effectively.
• Process-Oriented: Ability to create, manage, and maintain structured processes, ensuring compliance with SLAs and company standards.
• ITIL Certification (or similar) is preferred, but not essential.

 

Benefits

 

• Competitive salary and benefits package
• 100% Remote working with flexibility
• 25 days holiday plus your birthday off
• Private Healthcare
• Death in Service Cover
• Enhanced Maternity / Paternity package
• Regular company activities
• A friendly and inclusive working atmosphere
• Technology Salary offset scheme
• Career progression opportunities within a fast-growing technical team
• The opportunity to work with cutting-edge technologies in a dynamic, modern MSP environment

 

Location: Remote (UK-based)
Salary: £35,000 - £45,000 (depending on experience) + benefits
Reporting to: Head of Operations

 

How to Apply

If you are a motivated individual with a strong mix of technical expertise and customer service skills, we’d love to hear from you. Please submit your CV using the form below. Alternatively, feel free to call 03330 124003 (option 2) for more information.

 

This role offers a unique opportunity to lead a critical function in a growing company, ensuring smooth operations and client satisfaction while continuing to develop your technical and leadership skills.