IT Helpdesk Team Lead — Lead, Coach & Improve SLAs

Prism Healthcare Ltd.; Wakefield; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Competitive Salary

Ongoing training and development

25 days holiday, plus bank holidays

Pension Scheme

Health plan (BHSF)

Life Assurance Scheme

Long Service Awards

Holiday Purchase Scheme

Rewards & Discounts

Employee Recognition Scheme

Job summary

Prism Healthcare Ltd. is seeking a Service Desk Team Lead to oversee daily IT support operations in Wakefield. You will guide a team of technicians, ensuring high-quality support to end users and maintaining excellent customer service standards.

The role emphasizes leadership, troubleshooting, and service-improvement initiatives. Experience with ITSM, M365, Windows environments, and Active Directory is required, with a focus on maintaining effective incident management and timely resolution of

Qualifications

• Prev. experience in a Service Desk Team Lead role or Senior Service Desk position.
• Strong knowledge of IT Service Management principles and best practices.
• Proven leadership, communication, and interpersonal skills.
• Ability to manage competing priorities in a fast-moving business.
• Experience supporting M365, Windows environments, Active Directory and networking.
• Full driving licence.

Responsibilities

• Lead, mentor, and develop a team of IT technicians.
• Manage team performance through coaching and reviews.
• Monitor workload distribution and ensure SLAs are met.
• Oversee day-to-day operation of the service desk.
• Escalate complex technical issues and deliver timely resolutions.
• Produce and analyse service desk metrics and reports.
• Collaborate with infrastructure, application and third-party support teams.
• Maintain knowledge base articles and support documentation.

Skills

Service Desk Lead

ITSM

Leadership

Communication

Prioritisation

M365

Windows

Active Directory

Networking

Driving Licence

Job description

Prism Healthcare Ltd. is seeking a Service Desk Team Lead to oversee daily IT support operations in Wakefield. You will guide a team of technicians, ensuring high-quality support to end users and maintaining excellent customer service standards.

The role emphasizes leadership, troubleshooting, and service-improvement initiatives. Experience with ITSM, M365, Windows environments, and Active Directory is required, with a focus on maintaining effective incident management and timely resolution of