IT Service Desk Team Lead

Job Description

IT Service Desk Team Lead – London/ hybrid working - £43,000 - £48,000 + Benefits ServiceNow, ITIL, Leadership, AzureAD, O365, Intune Are you a dynamic IT Service Desk Lead with a passion for providing exceptional technical support Do you thrive in an environment where you can make a significant impact Were seeking a talented individual to join our clients team as an IT Service DeskLead. Our client prioritize excellence in IT service delivery to meet the evolving needs of their business and ensure unparalleled support for our end-users. As a leader in their industry, they are committed to fostering innovation and maintaining high standardsof performance. As the IT Service Desk Lead, youll be at the forefront of ensuring the IT service desk team delivers timely and effective technical support to our end-users. Your leadership will be instrumental in driving process efficiency, maintaining strongcontrols, and fostering a culture of continuous improvement. Key Responsibilities:

• Lead and manage a team of IT service desk technicians, providing technical support and guidance.
• Take ownership of Incident, Request, Problem, and Change processes, ensuring performance excellence and driving service improvements.
• Document and maintain IT service desk processes and procedures.
• Provide coaching and mentorship to enhance the skills of team members.
• Manage escalations, coordinate resolution efforts, and conduct post-incident reviews.
• Oversee IT asset management and procurement activities.
• Monitor team performance and provide regular feedback.
• Ensure compliance with controls, processes, and documentation standards.
• Collaborate on system administration for key business applications.
• Maintain the user computing environment to high standards of performance and security.
• Analyse IT service desk performance metrics to identify areas for enhancement.
• Facilitate IT equipment return and disposal processes in line with data security standards.
• Develop and deliver training programs for the IT service desk team.
• Provide input into the development of IT service desk platforms and procedures.
• Ensure timely resolution of incidents and service requests.
• Manage audio/visual support for meeting suites.
• Oversee IT service desk queue management and communication.
• Maintain high levels of customer satisfaction through excellent service delivery. Requirements:
• Proven background in technical support experience, with at least 2 years in a leadership role.
• Strong technical understanding of Microsoft operating systems and applications.
• Proficiency in problem-solving and analytical skills with attention to detail.
• Excellent knowledge of the ITIL service management framework.
• Outstanding communication and customer service skills.
• Proven ability to motivate and manage a team effectively.
• ITIL Foundation certification preferred.
• Ability to manage multiple priorities and work under pressure.
• Flexibility to work occasional evenings and weekends.
• Comfortable working in a hybrid location role, with time split between office and remote work.2-3 days either way.

If youre ready to take on a leadership role in driving IT service excellence, apply now to join our team as the IT Service Desk Lead. We look forward to welcoming you aboard as we continue to deliver exceptional support to our stakeholders.