Service Desk Lead
Posted 4 days ago by Randstad
Negotiable
Undetermined
Undetermined
Fareham, England, United Kingdom
Summary: The IT Service Desk Team Leader is responsible for managing the daily operations of the support team, ensuring high-quality technical assistance and adherence to service levels. This role involves a combination of hands-on technical escalation and people management, with a focus on continuous improvement. The leader will oversee team performance, quality assurance, and knowledge management to enhance service delivery.
Key Responsibilities:
- Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development.
- Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes.
- Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams.
- Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy.
- Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps.
- Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.
Key Skills:
- Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
- Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
- A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management).
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.
Salary (Rate): undetermined
City: Fareham
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT Service Desk Team Leader
Location: Fareham
Contract length: 3 months
Pay rate: Negotiable
Role Purpose
The IT Service Desk Team Leader is responsible for overseeing the day-to-day operations of the support team. This role ensures that high-quality technical assistance is provided to all users while maintaining agreed service levels. You will balance "hands-on" technical escalation with "hands-off" people management, driving continuous improvement across the service desk.
Key Responsibilities
- Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development.
- Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes.
- Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams.
- Quality Assurance: Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy.
- Reporting: Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps.
- Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.
Experience & Skills
- Leadership Experience: Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
- Technical Knowledge: Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
- ITIL Framework: A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management).
- Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving: A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.