Service Desk Lead

Service Desk LeadLocation: Whickham, Newcastle upon Tyne - (4 days in the office + 1 day WFH)Salary: up to £32,000Are 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.