IT Service Desk Lead – 2nd/3rd Line & ITIL Expert

Xact Placements Limited; Reading; On-site; GBP 65,000 - 75,000; Full time

Job summary

Xact Placements Limited in Reading is seeking a Senior IT Support Team Lead to take charge of 2nd and 3rd line support, driving performance and ensuring SLAs are consistently met.

You will design and document infrastructure with ITIL principles, lead incident management, mentor staff, and report insights to senior stakeholders to continually improve service delivery.

Strong communication, leadership and hands-on technical skills across Microsoft, VMware, networks and cloud are essential.

Qualifications

• Proven expertise in ITIL/ITSM and delivering managed services.
• Strong leadership and team-mentoring experience.
• Excellent customer handling and escalation management skills.
• Clear communication with senior stakeholders.
• Ability to prioritise tasks and deliver under pressure.
• Deep technical knowledge of IT systems, networks, databases, Microsoft, VMware, cloud tech, and server environments.

Responsibilities

• Lead 2nd & 3rd line support teams to meet SLAs and drive performance.
• Develop and implement training to boost product knowledge and capabilities.
• Review, recommend, and implement processes to increase efficiency.
• Provide expert advice to resolve operational issues and complex queries.
• Monitor SLAs, generate reports, and highlight improvement opportunities.

Skills

ITIL / ITSM expertise

Team leadership

Customer handling & escalation

Stakeholder communication

Prioritising under pressure

Technical knowledge: IT systems, nets,

Microsoft technologies

VMware & virtualization

Cloud technologies

Server environments

Tools

VMware

Microsoft Windows

Networking

Cloud platforms

Databases

Servers

Job description

Xact Placements Limited in Reading is seeking a Senior IT Support Team Lead to take charge of 2nd and 3rd line support, driving performance and ensuring SLAs are consistently met.

You will design and document infrastructure with ITIL principles, lead incident management, mentor staff, and report insights to senior stakeholders to continually improve service delivery.

Strong communication, leadership and hands-on technical skills across Microsoft, VMware, networks and cloud are essential.