Service Desk Team Lead

FPSG; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

An exciting opportunity awaits you to lead the daily operations of a dynamic service desk team in a vibrant environment. This role is perfect for someone who thrives on providing exceptional support services while guiding a talented group of analysts. As a key player in ensuring efficient incident resolution and superior customer service, you will have the chance to shape the professional growth of your team. Join a forward-thinking company that values leadership and innovation, where your contributions will directly impact the quality of IT support services in the pharmaceutical manufacturing sector.

Qualifications

• Proven experience in IT service desk or technical support with leadership preferred.
• Strong technical knowledge of operating systems and common IT technologies.

Responsibilities

• Lead and supervise a team of service desk analysts, providing coaching and mentoring.
• Coordinate service desk activities to ensure timely incident resolution.

Skills

IT service desk experience

Leadership skills

Technical support knowledge

Communication skills

Conflict resolution

Education

ITIL Foundation certification

CompTIA IT Operations Specialist

SDI SDA and Team Lead certification

Tools

Service desk tools

Incident tracking systems

Job description

FPSG Hertfordshire, England, United Kingdom

Service Desk Team Lead

Exciting opportunity to lead the daily operations of a growing service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service.

Role Responsibilities

Responsibilities will include:

• Leading and supervising a team of service desk analysts, providing coaching, mentoring, and performance feedback to support their professional development and success.
• Coordinating and prioritising service desk activities, including incident management, request fulfilment, and problem resolution, to ensure timely response and resolution in accordance with service level agreements (SLAs).
• Monitoring service desk performance metrics and KPIs.
• Providing a hands-on role in a technical capacity, handling incidents, requests, and escalations. Expected to be at least 50% - 60%. Lead from the front attitude.
• Ensuring compliance with IT policies, procedures, and standards, as well as industry regulations and best practices (ITIL, ISO, and others), to maintain a secure and compliant service desk environment.

Person Specification

You will have the following skills:

• Proven experience in IT service desk or technical support role, with leadership or supervisory experience preferred. Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist.
• Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies.
• Familiarity with IT service management frameworks and practices, such as ITIL, ISO, and experience using service desk tools and incident tracking systems.
• Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members, build rapport with customers, and resolve conflicts effectively.

Next Steps

Apply by contacting Ciaran Ahern, 0131 270 6608 or [e-mail]

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Pharmaceutical Manufacturing