IT Support Team Leader

A fantastic opportunity has opened up for an experienced IT Support Team Leader to join my client, a prominent organisation within its sector. This hands-on role lets you take charge of the IT Service Desk, ensuring smooth and effective service delivery.

As the IT Support Team Leader, you will manage the IT Service Desk, handling all service requests and incidents with a focus on prompt resolution. As the key liaison between users, internal IT teams, and third-party suppliers, you will ensure that issues are resolved efficiently and within agreed-upon timeframes.

This role also involves mentoring and developing the service desk team, ensuring service levels are consistently met and continually improved. You will be important in maintaining and strengthening relationships with key stakeholders.

• Oversee the management of user issues and service requests, ensuring they are resolved within Service Level Agreements (SLAs) and escalating when necessary.
• Actively respond to and manage incidents, coordinating with internal support teams and external service providers to resolve issues promptly.
• Serve as the primary point of contact for business users, managing their expectations and keeping them updated on progress and issue resolution.
• Be the escalation point for complex service issues, ensuring clear and effective communication with all parties involved.
• Build strong relationships with key stakeholders, providing regular updates on service performance and identifying opportunities for improvement.

• Hands-on experience in a 1st or 2nd line IT support role, preferably within a busy service desk environment.
• Strong knowledge of Incident and Problem Management processes.
• Experience managing service desk operations within a large and diverse organisation.
• Ability to work with internal technical teams and external partners to resolve IT issues.
• Excellent communication and customer service skills, focusing on delivering a high support standard.

• Incremental holiday allowance with service length.
• Generous staff discounts across various services.
• Exclusive discounts on bikes and gym memberships.
• Opportunities for professional development, including apprenticeships and accredited qualifications.
• A collaborative and forward-thinking working environment.