Service Desk Team Lead

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Are you an experienced IT professional with a passion for service delivery and leadership? We’re looking for a Service Desk Team Lead to oversee daily IT support operations, ensuring exceptional customer service and efficient issue resolution. This role is ideal for a technically skilled individual with experience in Microsoft and Cisco technologies who also thrives in a leadership position.

About the Role

You’ll be responsible for managing service desk performance, overseeing escalations, and providing guidance to the support team. You'll work to enhance service quality, streamline operations, and maintain high service level standards.

Key Responsibilities

• Service Management: Ensure all inbound support requests via phone, email, live chat, and ticketing systems are handled within agreed SLAs.
• Technical Leadership: Provide expert guidance on Microsoft technologies, including Azure, Active Directory, Intune, and Microsoft 365, while also supporting Cisco networking solutions.
• Incident & Escalation Handling: Take charge of major incidents, coordinating teams, managing communications, and ensuring efficient resolution.
• Team Supervision: Oversee the First and Second Line Support teams, offering support, training, and guidance.
• Performance Monitoring: Track ticket progress, ensuring timely updates and issue resolution while maintaining service quality.
• Resource Planning: Manage daily service desk activities, allocate workloads, and create team schedules, including weekend cover where necessary.
• Continuous Improvement: Identify opportunities to enhance service efficiency, introduce new technologies, and improve knowledge-sharing.
• Documentation & Training: Develop knowledge base articles, assist with team training, and support IT projects where needed.

What You’ll Need

• Solid experience in a technical IT support role, with expertise in Microsoft environments (Azure, Active Directory, Intune, and Microsoft 365).
• Strong networking knowledge, including Cisco switches, firewalls, and VPNs.
• Proven ability to lead, mentor, and motivate IT support teams.
• Track record of delivering high-quality IT service management, meeting SLAs, and ensuring smooth service operations.
• Strong communication skills, with experience in incident management and stakeholder engagement.
• Ability to work in a fast-paced IT environment, adapting to changing priorities and technologies.
• Knowledge of ITIL best practices is beneficial but not essential.