Service Desk Team Lead

We have a fantastic new job opportunity for a Service Desk Team Lead with a solid first line and second line technical support background and excellent team leadership experience within a busy IT Help Desk environment.

Role Overview

As the Service Desk Team Lead, you will be the point of technical advice for the Service Desk Team, managing escalated queries, prioritising calls, and ensuring timely resolutions. You will continually seek to improve service provision and efficiency.

Key Responsibilities

1. Lead the Service Desk team, promote high standards, meet operational requirements, and collaborate with other teams to investigate problems and minimise service disruption.
2. Manage a team of 12 staff members and be based in the Shirley office at least 4 days a week.
3. Deliver top-quality IT services, perform service quality audits, and ensure tickets are managed to standard.
4. Monitor reports on response times, SLA adherence, first call resolution, customer satisfaction, and take action to improve performance.
5. Oversee daily operations, ensuring accurate ticket logging and efficient call queue management.
6. Conduct weekly Quality Assurance audits, review tickets, and monitor live calls.
7. Ensure adherence to P1/P2 processes and follow up on major issues.
8. Address escalated customer enquiries and support tickets.
9. Provide monthly performance reports to the Service Desk Manager.
10. Oversee key processes such as JML processing, backup reporting, and asset recovery.
11. Participate in PDRs for IT staff, set objectives, and support their development.
12. Conduct regular performance reviews and coaching sessions.

Candidate Requirements

1. Experience working in a busy Service Desk / IT Help Desk environment.
2. Knowledge of Service Desk / IT Help Desk policies and procedures.
3. Previous team leadership experience in a similar setting.
4. Experience coaching and developing team members.
5. Proficiency with ITSM; experience with ServiceNow is beneficial.

Please note that by applying, you consent to your details being shared with our client for this role.

JOB REF: AWDO-C11981

This is a full-time, fixed-term IT contract based in Solihull, West Midlands. AWD online specializes in sourcing candidates and advertising vacancies across multiple job boards, operating as an employment agency.