IT Service Desk Lead: Build & Elevate High-Impact Support

Pure Retirement; Leeds; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Cycle to work scheme

Enhanced maternity and paternity pay

Job summary

Pure Retirement is seeking an IT Service Desk Manager in the UK to lead first/second line support, drive performance and continuous improvement across the team. You will partner with the Head of IT to prioritise work and optimise service delivery.

You will develop a motivated, skilled team, embed standard ticket-handling processes and ensure high customer satisfaction through effective escalation and problem solving.

Qualifications

• Experience managing, coaching, mentoring and developing a team.
• Minimum of 12 months’ experience managing an IT team.
• Ability to implement and assess performance metrics.
• Ability to adapt management style based on the individual.

Responsibilities

• Lead, support and motivate a team of IT Technicians, providing first–class service to colleagues needing IT support.
• Take team leadership responsibility for the first/second line teams
• Manage the operational day–to–day running of the team, including absence management (holidays, sickness and lateness).
• Establish, monitor and report on Service Desk performance against agreed KPIs, SLAs and operational targets.
• Define and promote help desk and ticket–handling procedures within the team and wider business.
• Act as the escalation point for technical issues raised by the first/second line team, drawing on expertise across a broad range of technologies.
• Additional project work will be undertaken as required by the business.
• Provide software support for in–house business applications.
• Embed company policies and promote good practice within the team.
• Maintain documentation of internal processes and systems.
• Own asset management and the starters, movers and leavers process.
• Stay current with business application and external vendor information, changes and updates.
• Manage relationships with technology suppliers and service providers, ensuring value for money and high standards of service delivery.
• Help identify opportunities for cost optimisation and service improvement.
• Undertake any other ad hoc tasks as business needs dictate.

Skills

Active Directory

Group Policy

DHCP

DNS

Office 365

Virtualisation

TCP/IP Networking

Cloud services

Education

GCSE or higher in IT

ITIL Foundation or higher

Any IT industry qualification (MCSA/CCNA)

Further/Higher education qualifications

Tools

Jira

Azure DevOps

Job description

Pure Retirement is seeking an IT Service Desk Manager in the UK to lead first/second line support, drive performance and continuous improvement across the team. You will partner with the Head of IT to prioritise work and optimise service delivery.

You will develop a motivated, skilled team, embed standard ticket-handling processes and ensure high customer satisfaction through effective escalation and problem solving.