IT Service Desk Team Lead - Drive Support Excellence

Prize Placements

England

On-site

GBP 55,000 - 65,000

Full time

14 days+

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Job summary

Prize Placements is seeking an IT Service Desk Team Leader to head the service desk function in Hertfordshire, UK. You will lead the team, ensure high-quality support, and act as the senior escalation point for complex issues.

You will drive ITIL-based incident, problem and change processes, monitor SLAs/KPIs, and partner with infrastructure, applications and security teams to continuously improve service delivery across sites.

Qualifications

Experience in IT support or service desk roles with leadership responsibility.
Knowledge of IT service management frameworks such as ITIL.
Experience managing SLAs, KPIs, and reporting metrics.
Understanding of Windows-based infrastructure (e.g., Azure, ADUC).
Experience using workstation deployment tools (e.g., MDT).
Excellent troubleshooting and problem-solving skills.
Strong communication and stakeholder management abilities.
Experience with service desk tools (e.g., Jira Service Management, Deskpro).
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Lead, mentor and support the IT Service Desk to deliver high-quality support.
Oversee incident, service requests, and problem management per ITIL practices.
Monitor and report on service performance against SLAs and KPIs.
Drive continuous improvement of service desk processes, tools and user experience.
Escalation point for complex or high-priority incidents.
Collaborate with infrastructure, applications and security teams to resolve issues.
Manage service desk tooling (ticketing systems like Jira Service Management, Confluence).
Document processes, procedures, and known errors.
Oversee onboarding of new staff to the organization.