Summary: The Service Desk Lead role involves overseeing the daily operations of an IT and telecoms helpdesk within a nationwide workplace technology provider. The position focuses on leading a team, ensuring efficient incident management, and driving service improvements in a customer-centric environment. The ideal candidate will have experience in leading service desk teams and a strong commitment to customer satisfaction. This is a hybrid position based in Gateshead, offering a competitive salary and various employee benefits.

Key Responsibilities:

• Leading & mentoring a team of service desk technicians.
• Ensuring service levels (SLAs) are met, with a focus on quick response times.
• Monitoring helpdesk performance, and identifying areas for improvement.
• Managing incident resolution and escalating complex issues when necessary.
• Developing and maintaining a knowledge base for common issues.
• Providing regular reports on service desk metrics and trends.
• Liaising with key stakeholders and ensuring a high level of customer service.

Key Skills:

• Proven experience leading a Service Desk or IT Support Team.
• Ability to manage workloads, prioritise issues, and improve service delivery.
• Strong customer service and stakeholder management skills.
• A background in IT support is ideal but not essential; leadership experience is the priority.
• ITIL certification is desirable but not required.

Salary (Rate): 32000

City: Gateshead

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT