IT Service Desk Team Leader

Search-Select LTD; East Devon; On-site; GBP 80,000 - 100,000; Full time

Job description

Our client seeks an experienced IT Service Desk Team Leader to join their team.

The ideal candidate will be an enthusiastic forward-thinking people leader with the technical skills to ensure the provision of exceptional IT support to colleagues and help drive the business forward.

You will help to coach and develop a team of Service Desk Engineers, handling tickets, solving problems and work across departments to drive service excellence.

Key Responsibilities

• Provide Leadership, coaching and mentoring of the I.T. Service Desk team to deliver exceptional technical support and maintain high levels of performance.
• Oversee day-to-day service desk operations, ensuring efficient handling of incidents and requests whilst also providing first and second line Service Desk support, directly alongside the team.
• Managing escalations and collaborating with the technical teams and suppliers to ensure a prompt restoration of service.
• Driving continuous improvement in service standards and optimising service standards.
• Owning high-priority incident response and communication.

Key Skills & Experience

• Proven experience of leading an IT service desk or technical support team
• Strong problem solving and technical expertise in IT systems, networks and troubleshooting
• Experience in Microsoft 365, Windows, AD/Azure AD, and endpoint tools.
• A calm, customer-first approach with excellent communication, interpersonal and customer service skills
• An ability to prioritise and manage multiple tasks in a fast-paced environment.
• Leadership experience with a proven ability to coach, support, and get hands-on when needed
• A focus on team development is key
• Ideally hold a Degree in Computer Science, Information Security, or a related field (or equivalent experience).

Quote job ref: 15758