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IT Service Desk Team Leader

£40000 - £50000

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About this job

IT Service Desk Team Leader

Wednesbury

£40,000 to £50,000 + Benefits

Are you an experienced IT Service Desk Team Leader looking for your next challenge? We have an exciting opportunity for a passionate and motivated individual to lead a dedicated IT Service Desk team in a dynamic and fast-growing environment.

As the IT Service Desk Team Leader, you will oversee the day-to-day operations of our 10-person Service Desk team, providing Level 1 and 2 support. Your role will include leading and mentoring the team, managing workflows, and ensuring that service levels and performance targets are met. This position requires excellent communication skills, a hands-on approach, and the ability to manage complex technical environments.

Key Responsibilities:

  • Lead the IT Service Desk team to provide exceptional customer service.
  • Manage service requests, incidents, and problems, ensuring that the team exceeds service level agreements.
  • Act as an escalation point for major incidents and support issues.
  • Oversee team scheduling and ensure backup support is in place.
  • Train, coach, and mentor team members, supporting career development.
  • Manage IT service projects, ensuring smooth transition into the service desk.
  • Ensure adherence to cyber security policies and user access rights compliance.

Skills and Experience:

  • Proven experience in a similar role.
  • Strong knowledge of ITIL processes and the Microsoft environment (Windows Server, Active Directory, Azure, O365).
  • Experience in networking fundamentals (Cisco Switches/Routers, DNS, DHCP).
  • Excellent troubleshooting and problem-solving abilities.
  • Experience in managing IT projects and mentoring technical staff.
  • Knowledge of cloud technologies such as Azure and SaaS solutions.
  • Must hold a UK driving licence and be willing to travel between Wednesbury and Oxford.

Location:
Hybrid working model with 2 days per week in the office, offering flexibility and collaboration with the team.

Benefits:

  • Pension contribution up to 6%
  • Company profit share scheme
  • 25 days annual leave + bank holidays
  • Life Assurance and Income Protection
  • Flexible working options

If this sounds like your next career move, click apply now to take the next step in joining our dynamic and innovative team!

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