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Service Desk Lead
Location: Whickham, Newcastle upon Tyne - (4 days in the office + 1 day WFH)
Salary: up to £32,000
Are you an experienced IT Service Desk professional with a passion customer service and the ability to lead or mentor others? This is a fantastic opportunity to join a high-performing IT support team in a Leadership role, ensuring seamless IT and Telco service operations.
As a Service Desk Lead / IT Support Lead you'll lead a team of 1st line technicians, oversee daily operations, and drive continuous improvements in service delivery. Your focus will be on improving team efficiency and maintaining high service standards.
Key Responsibilities
- Lead, mentor, and develop the support team to deliver top-tier service
- Ensure timely resolution of issues and maintain SLAs
- Identify and implement process enhancements to improve customer satisfaction
- Handling any relevant escalations directly
- Oversee any incidents from report to resolution
Requirements
- Commercial Managed Services / MSP experience
- Proven IT support background, ideally covering Software, Infrastructure and Telco
- The ability to lead or mentor others - prior commercial team leadership experience isn't essential
- Understanding of ITIL principles and service management tools (e.g., ServiceNow, Jira, ConnectWise).
- Excellent communication and problem-solving skills.
What's in it for you?
- Career growth and development opportunities - for example; enrolment in an Management course.
- Perks, discounts, healthcare cash plan & more.
Please apply to this advert or email your CV direct to
Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
