IT Service Desk Lead

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The IT Service Desk Team Leader will oversee the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service. This role involves managing a team of IT Service Desk Analysts/Technicians, providing guidance and acting as a point of escalation for complex issues. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering excellent customer service.

• Team Leadership: Manage and lead the IT Service Desk team, ensuring that staff are motivated, trained, and performing to the highest standards.
• Service Delivery: Ensure that service desk operations align with ITIL best practices and oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent and high-quality IT support.
• Escalation Management: Act as an escalation point for more complex or critical technical issues, ensuring timely resolution and communication with stakeholders.
• Performance Monitoring: Track and report on team performance against KPIs and SLAs, implementing improvements where necessary.
• Process Improvement: Identify and implement opportunities to enhance service desk processes, procedures, and efficiency, contributing to continuous improvement initiatives.
• Customer Satisfaction: Ensure customer satisfaction by delivering a responsive, reliable, and effective service to end-users.
• Promotion of Service Desk: Promote service desk activities across the organisation & development and management of knowledge base articles, key documentation, self‑serve capabilities.
• Collaboration: Work closely with other IT teams, such as infrastructure and business systems teams, to ensure seamless service delivery.
• Asset Management: Create and maintain IT asset management inventories, policies, procedures, and best practices.
• Incident Management: Lead the team in managing and resolving incidents, being hands on if required to assist in resolution of more complex issues, ensuring root cause analysis is performed and lessons are learned.
• Reporting: Prepare and present regular reports on service desk performance, trends, and key metrics to senior IT management.
• Staff Development: Support the professional development of team members through coaching, training, and performance reviews.
• Resource Management: Manage staffing levels, including rota planning and holiday management, to ensure adequate service desk coverage at all times.
• Compliance and Security: Ensure all service desk activities are in compliance with company policies, procedures, and IT security standards.

Excellent technical knowledge of the following applications:

• Microsoft Windows
• Microsoft 365 (inc. Exchange Online, Teams, One Drive & SharePoint)
• Microsoft Intune / Other Device Management tools
• Excellent understanding of ITIL best practices and IT service management tools.
• Ability to handle high‑pressure situations and make decisions quickly.
• Excellent problem‑solving skills and attention to detail.
• Strong communication skills, with the ability to liaise effectively with stakeholders at all levels.
• Customer‑focused mindset with a commitment to delivering exceptional service.
• Experience in incident management and root cause analysis.
• Excellent understanding of data protection, GDPR, cybersecurity, and compliance requirements.
• Excellent organisation and time management skills.
• Ability to work as part of a team and independently.
• Excellent interpersonal and communication skills.
• Ability to work with senior stakeholders.
• Awareness of project methodologies – Agile & Waterfall.

• Takes personal responsibility and holds others to account.
• Is solution focused and has a “can do attitude”.
• Is able to inspire others with their passion and enthusiasm.
• Demonstrates honesty and…