Service Desk Team Leader

Xact Placements Limited; Reading; On-site; GBP 65,000 - 75,000; Full time

Job summary

Xact Placements Limited in Reading is seeking a Senior IT Support Team Lead to take charge of 2nd and 3rd line support, driving performance and ensuring SLAs are consistently met.

You will design and document infrastructure with ITIL principles, lead incident management, mentor staff, and report insights to senior stakeholders to continually improve service delivery.

Strong communication, leadership and hands-on technical skills across Microsoft, VMware, networks and cloud are essential.

Qualifications

• Proven expertise in ITIL/ITSM and delivering managed services.
• Strong leadership and team-mentoring experience.
• Excellent customer handling and escalation management skills.
• Clear communication with senior stakeholders.
• Ability to prioritise tasks and deliver under pressure.
• Deep technical knowledge of IT systems, networks, databases, Microsoft, VMware, cloud tech, and server environments.

Responsibilities

• Lead 2nd & 3rd line support teams to meet SLAs and drive performance.
• Develop and implement training to boost product knowledge and capabilities.
• Review, recommend, and implement processes to increase efficiency.
• Provide expert advice to resolve operational issues and complex queries.
• Monitor SLAs, generate reports, and highlight improvement opportunities.

Skills

ITIL / ITSM expertise

Team leadership

Customer handling & escalation

Stakeholder communication

Prioritising under pressure

Technical knowledge: IT systems, nets,

Microsoft technologies

VMware & virtualization

Cloud technologies

Server environments

Tools

VMware

Microsoft Windows

Networking

Cloud platforms

Databases

Servers

Job description

Your Mission

Take the reins of my client's 2nd & 3rd Line support teams, driving outstanding performance and ensuring Service Level Agreements (SLAs) are consistently met. Lead with technical expertise, implement best practices, and bring ITIL principles to life by designing and documenting cutting-edge infrastructure.

What You’ll Do

• Inspire & Support the Team: Collaborate with the Service Desk Manager to guide the Incident Management Team, ensuring top-notch support on a daily basis.
• Empower Talent: Develop training programs that boost product knowledge and keep the team at the forefront of technology.
• Streamline Operations: Review, recommend, and implement processes to supercharge team efficiency and effectiveness.
• Problem‑Solve Like a Pro: Provide expert advice to resolve operational issues, address complex queries, and deliver solutions that impress.
• Track & Report: Monitor SLAs, produce insightful reports, and highlight opportunities for improvement to management and service owners.
• Own the Big Issues: Lead critical support escalations with a problem‑solving mindset and ITIL‑driven strategies.
• Elevate Customer Experience: Drive exceptional service delivery through proactive communication and efficient incident resolution.

What You Bring

• A deep understanding of IT Managed Services and a proven track record in team leadership.
• Stellar customer handling and escalation management skills.
• The ability to communicate technical information with clarity to diverse audiences, including senior stakeholders.
• A knack for prioritising tasks and delivering under pressure with strict deadlines.
• Technical know‑how in IT systems, networks, databases, Microsoft, VMWare, cloud technologies, and server environments.
• Familiarity with PC hardware, Microsoft operating systems, and networking essentials.
• A history of motivating and inspiring teams to achieve their best.

Your Edge

• ITIL certification and a solid grasp of ITIL Problem Management principles.
• A passion for outstanding customer service and continuous improvement.
• Leadership qualities that earn trust, respect, and admiration.
• A commitment to excellence, collaboration, and innovation in everything you do.