Spectrum IT are working with a large national UK client to recruit a Contract Service Desk Lead to join them on an initial 3-6 month contract.
This is an onsite role working 4 days per week in the Portsmouth, Hampshire office. (Occasional London head office travel.)
The role will be engagement via an Umbrella company only.
Our client are seeking a highly skilled and proactive Service Desk Team Lead to manage service delivery and support buisness wide IT Support.
This roles centres on leading and managing a small team of Service Desk Analysts, overseeing day-to-day operations, ensuring high levels of teamwork and professionalism, driving results, and maintaining a strong work ethic to meet and exceed agreed performance targets.
Ultimately this role is a balance between hands on technical support and being part of the team and team leadership, driving a culture of best practice and motivating the service desk team.
Key Responsibilities
- Act as the main escalation point for the Level 1 and Level 2 Service Desk team, providing guidance and resolution support for complex technical and operational issues.
- Lead and support a small team of Service Desk Analysts, including managing workloads, performance, sickness, holiday, and other absence to maintain service continuity.
- Foster a positive team culture, ensuring high work ethics, collaboration, and consistent achievement of targets.
- Build and maintain strong professional relationships with area managers and internal stakeholders.
- Lead and deliver training sessions to upskill team members and stakeholders on systems, tools, and processes.
- Execute SQL queries and tasks to generate, validate, and analyse sales data.
- Manage system builds and deployments (Windows 11) for upgrades and replacements.
- Oversee asset management processes, ensuring accurate tracking and lifecycle management of IT equipment.
- Conduct regular ticket quality reviews to maintain high service standards and compliance.
- Coordinate and schedule engineer visits for hardware, networking, and infrastructure needs.
- Provide hands-on technical support for network infrastructure including routers, switches, Active Directory, DHCP, and related services.
Skills & Experience
- Proven experience in a Service Desk leadership role or similar IT support management position.
- Experience managing a small team, including absence management, performance reviews, and driving target achievement.
- Strong understanding of IT service management principles, ideally with ITIL knowledge or certification.
- Proficiency in SQL for data extraction and analysis.
- Hands-on technical experience with Windows OS builds (including Windows 11), networking hardware, and Microsoft infrastructure services (AD, DHCP).
- Excellent stakeholder management and communication skills, with experience engaging senior non-technical audiences.
- Strong organisational skills with the ability to prioritise and manage multiple tasks in a fast-paced environment.
- Experience in asset management systems and service desk tools.