IT Service Desk Team Lead — Elevate Support & SLAs

Randstad Delivery; Portsmouth; On-site; GBP 36,000 - 44,000; Full time

Job summary

Randstad Business Support is seeking an IT Service Desk Team Leader in Portsmouth for a contract of up to six months. You will supervise a team of analysts, balance hands-on escalation with people management, and drive continual service improvements.

Responsibilities include ensuring SLA targets, managing escalations, QA, reporting, and maintaining the knowledge base. Strong ITIL understanding and communication skills are essential.

Qualifications

• Experience leading IT support teams or senior analysts.
• Proficient in Windows/macOS environments and M365.
• Strong ITIL knowledge for incident, request, and problem management.

Responsibilities

• Lead a Service Desk team, manage rotas and coaching.
• Ensure SLAs are met and incidents are prioritized and resolved.
• Handle escalations to higher-tier teams as needed.
• Audit tickets and monitor calls for quality and accuracy.
• Generate regular KPI reports and identify trends.
• Maintain and expand the knowledge base for self-service.

Skills

Leadership

Technical knowledge

ITIL

Communication

Problem solving

Tools

Windows/macOS

Microsoft 365

Active Directory

Networking basics

Job description

Randstad Business Support is seeking an IT Service Desk Team Leader in Portsmouth for a contract of up to six months. You will supervise a team of analysts, balance hands-on escalation with people management, and drive continual service improvements.

Responsibilities include ensuring SLA targets, managing escalations, QA, reporting, and maintaining the knowledge base. Strong ITIL understanding and communication skills are essential.