Job Description
Our client is looking for an enthusiastic forward-thinking people leader with the technical skills to ensure the provision of exceptional IT support to their colleagues and help drive their business forward. As we continue to grow, we have an exciting opportunity for an experienced IT Service Desk Team Leader to coach and develop our team of Service Desk Engineers.
Role Responsilbities
– Provide Leadership, coaching and mentoring of the I.T. Service Desk team to deliver exceptional technical support and maintain high levels of performance.
– Oversee day-to-day service desk operations, ensuring efficient handling of incidents and requests whilst also providing first and second line Service Desk support, directly alongside the team.
– Managing escalations and collaborating with our technical teams and suppliers to ensure a prompt restoration of service.
– Driving continuous improvement in our service standards and optimising service standards.
– Owning high-priority incident response and communication.
Skills & Experience Required
– Proven experience of leading an IT service desk or technical support team
– Strong problem solving and technical expertise in IT systems, networks and troubleshooting including knowledge of ITSM (e.g. Incident, Problem, Change).
– Experience in Microsoft 365, Windows, AD/Azure AD, and endpoint tools.
– A calm, customer-first approach with excellent communication, interpersonal and customer service skills
– An ability to prioritise and manage multiple tasks in a fast-paced environment.
– Leadership experience with a proven ability to coach, support, and get hands-on when needed. A focus on Team development is key Ideally a Degree in Computer Science, Information Security, or related field (or equivalent experience).
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