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Are you a Service Desk looking for an opportunity to lead a team, drive service improvements, and work in a fast-paced, customer-focused environment?
Service Desk Lead
Gateshead (Hybrid)
27,000 - 32,000
My client, a nationwide workplace technology provider, is looking for a Service Desk Lead to oversee the daily operations of their IT and telecoms helpdesk. This is a key role in ensuring efficient incident management, high customer satisfaction, and continuous service improvement.
Daily Duties:
- Leading & mentoring a team of service desk technicians.
- Ensuring service levels (SLAs) are met, with a focus on quick response times.
- Monitoring helpdesk performance, and identifying areas for improvement.
- Managing incident resolution and escalating complex issues when necessary.
- Developing and maintaining a knowledge base for common issues.
- Providing regular reports on service desk metrics and trends.
- Liaising with key stakeholders and ensuring a high level of customer service.
Role Requirements:
- Proven experience leading a Service Desk or IT Support Team.
- Ability to manage workloads, prioritise issues, and improve service delivery.
- Strong customer service and stakeholder management skills.
- A background in IT support is ideal but not essential-leadership experience is the priority.
- ITIL certification is desirable but not required.
Company Benefits:
- Career progression & development opportunities
- 23 days' holiday + bank holidays (rising to 28 days after 5 years)
- Healthcare cash plan (covering opticians, dentists, etc.)
- Pension scheme & death in service benefit
- Employee perks & discount platform
- Cycle-to-work scheme
- Volunteer days & referral bonuses
- Enhanced maternity & paternity scheme
This is a fantastic opportunity to step into a leadership role within a growing, technology-driven company. If you're ready to take on a high-impact role where you can make a difference, get in touch today!
For further information or any queries, please contact me at 0191. 249. 3639 or via email at Darcey . obyrne @ in technology group . com.
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
