IT Service Desk Team Leader

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!