Service Desk Team Lead

2 weeks ago

London, Greater London, United Kingdom Digital Waffle Full time

Role: Service Desk Team Lead

Location: Southampton

Salary: Up to 40k DOE

Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of processes that are looking to take the step into a management position.

Key Skills:

  • Microsoft stack (Azure, AD, Exchange etc)
  • Networking (TCP/IP, DNS, DHCP, etc.)
  • Firewall, Router and Switch Management
  • Remote Access and VPN

Key Responsibilities:

  • Foster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.
  • Utilize KPIs (e.g., First Call Resolution Rate, Mean Resolution Time) to set achievable goals, monitor team performance, and identify areas for improvement.
  • Oversee ticket assignment using tools like round-robin or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs).
  • Develop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance.
  • Assist technicians in tackling complex customer issues by leveraging your own technical expertise and guiding them towards efficient troubleshooting and resolution.
  • Identify situations requiring escalation to the infrastructure team, ensuring clear communication and seamless handover through detailed ticket notes and knowledge transfer.
  • Manage the recruitment process for new Service Desk team members, ensuring a smooth onboarding experience with comprehensive training on ticketing systems (e.g., ServiceNow, Zendesk) and relevant IT support methodologies.
  • Optimise team resources through effective scheduling and workload management, ensuring smooth operations during periods of staff leave or unexpected incidents.
  • Drive continuous service improvement by analysing trends in ticket volume, resolution times, and customer satisfaction metrics, and implementing process changes accordingly.

To lead our IT support charge, you'll possess:

  • Minimum 5 years of experience in a Service Desk or related IT support role.
  • Proven leadership and team management skills with a focus on IT service delivery.
  • Strong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks.
  • In-depth knowledge of ticketing systems and performance management tools.
  • Experience working in a fast-paced, customer-centric environment.
  • Excellent communication, interpersonal, and problem-solving abilities.

This role offers a competitive salary and benefits package, with the opportunity to work in a dynamic and supportive environment If it sounds like it could be the one for you then please apply now

Please note this role is not accepting applicants from outside of the UK and does not offer sponsorship.

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom totality services Full time

    Job Description - Service Desk Team LeadWe are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking for an energetic,...

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom Fitch Group Full time

    Service Desk Team LeadRequisition ID:46476Business Unit:Fitch GroupCategory:Information TechnologyLocation:London, GBDate Posted:Apr 15, 2024Service Desk Team LeadFitch Group is currently seeking a Service Desk Team Leader based out of our London office. The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for...

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom totality services Full time

    Job Description Job Description - Service Desk Team Lead We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking...

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom totality services Full time

    Job Description Job Description - Service Desk Team Lead We are seeking a highly organized and client-focused Service Desk Team Lead to serve as the primary liaison between our service technicians and clients. As the Service Desk Lead Manager, you will play a crucial role in ensuring effective communication and exceptional service delivery. We are looking...

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom Impellam Group Full time

    Job DescriptionIT Support Team Lead / Technical Engineer Team Leader.Pay up to £55,000 (depending on experience)Hybrid workingBased in the City of LondonManaged Service Provider background (preferred)Our client, an awarding with IT MSP based in the heart of the city of London. They are responsible for supporting some of London's top financial clients. They...

  • IT Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom AIRBUS Defence and Space Limited Full time

    Job Description:WHAT WE DO?LOCATION:Site Based Mon-Fri - Newport, South Wales (relocation packages offered)SECURITY CLEARANCE:Involves working within the UK Defence industry, requiring the applicants to be UK Nationals Only (No Dual Nationals) and able to be security cleared to a UK Eyes Only SC levelWHAT'S IN IT FOR YOUFinancial Reward: Competitive salary,...

  • Service Desk Team Leader

    2 weeks ago

    London, Greater London, United Kingdom Islington Council Full time

    We are seeking a Service Desk Team Leader to join the IDS Service Desk. As the Service Desk Team Leader, you will be responsible for leading a team of service analysts in providing excellent customer service and technical support to our stakeholders.Lead, manage and motivate the service desk team to deliver high-quality customer service and technical...

  • IT Service Desk Team Leader

    2 weeks ago

    London, Greater London, United Kingdom Frasers Group Full time

    Company DescriptionAt Frasers Group we're rethinking retail. Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports...

  • Service Desk Team Leader

    2 weeks ago

    London, Greater London, United Kingdom Air IT Full time

    Service Desk Team LeaderAt Air IT we believe it's in everyone's interests to work flexibly. That's why we have introduced a 4 day week (compressed hours) or 9 day fortnight in addition to a standard 5 day 37.5 hour week. All three options are available to joiners at Air IT.We're Air IT, an incredible MSP with the history and expertise to provide an amazing...

  • Service Desk

    2 weeks ago

    London, Greater London, United Kingdom Doctor Care Anywhere Full time

    Thanks for stopping by We're Doctor Care Anywhere:a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare - and that all starts with our brilliant team.We are the UK's largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide...

  • Service Desk Lead

    2 weeks ago

    London, Greater London, United Kingdom United Trust Bank Full time

    Job AdvertThis is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.Role Purpose:The IT Service Desk Lead will be responsible for ensuring that technical issues are resolved in a timely manner, delivering exceptional customer service, and providing technical guidance to the team.Responsibilities: The role will...

  • Service Desk

    2 weeks ago

    London, Greater London, United Kingdom INFINITY GROUP Full time £40,000 - £52,500

    Senior Service Desk Engineer - Hybrid working with unlimited paid holiday Infinity Group are forward-thinking Microsoft Solution Partner. We provide award-winning IT Managed Support, Networking solutions, Digital Transformation and deliver cutting-edge Dynamics 365 solutions to our UK-wide client base. We understand the importance of work-life balance and...

  • Service Desk Manager

    2 weeks ago

    London, Greater London, United Kingdom Arthur Full time

    Arthur are delighted to be partnered with a leading broker in London who are seeking a Service Desk Manager to join the team on a permanent basis.Are you passionate about IT service management and ready to take on a leadership role? As an IT Service Desk Manager, you will: Lead and motivate the Service Desk team to enhance service delivery. Ensure...

  • ICT Service Desk Team Leader

    2 weeks ago

    London, Greater London, United Kingdom Air IT Limited Full time

    We're Air IT, a remarkable Managed Service Provider that has a rich history and expertise to offer a wide range of services and a promising future ahead.With office locations spread across the UK, we are truly grateful to have received various regional, national, and industry awards for our growth, innovation, dedication, and success along our...

  • it service desk engineer

    2 weeks ago

    London, Greater London, United Kingdom Workingmums Full time £35,000

    Service Desk Engineer - VOIP, Networks, Security?? - London, Hybrid - Service Desk Engineer - VOIP, Networks, Security - London, Hybrid - GBP35,000 A leading cloud communications, security and networks provider that delivers market leading solutions to mid-market customer are looking for a personable, friendly Service Desk Engineer to provide 1 st and 2 nd...

  • Service Desk Manager

    2 weeks ago

    London, Greater London, United Kingdom Arthur Full time

    Arthur are delighted to be partnered with a leading broker in London who are seeking a Service Desk Manager to join the team on a permanent basis. Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment. As an IT...

  • Service Desk Team Lead

    2 weeks ago

    London, Greater London, United Kingdom Ekco Full time

    About EkcoFounded in 2016 Ekco is now one of the fastest growing cloud solution providers in EuropeWe specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments.- In a few words, we take businesses to the cloud and backWe have over 500...

  • ICT Service Desk Team Leader

    2 weeks ago

    London, Greater London, United Kingdom Vertex IT Solutions Ltd Full time

    Job Title: Service Desk Team Leader What We Are Looking For We are looking for an experienced and dynamic Service Desk Team Leader to lead our UK Tech Support team which delivers support to local and global SME businesses. The right leader will be obsessed with delivering world-class service to our customers; a fundamental element will be creating a culture...

  • Service Desk Manager

    2 weeks ago

    London, Greater London, United Kingdom Lyon Tech Full time

    Job Description LYON is a managed IT services provider to the creative sector based in Old Street and currently serving over 5000 users and 100+ companies. An opportunity has arisen for a Service Desk Manager to join the team in our London office, providing unparalleled service excellence to our clients across the UK and internationally. Provide day-to-day...

  • Service Desk Manager

    2 weeks ago

    London, Greater London, United Kingdom Searchability Full time

    Service Desk ManagerWe are a Managed IT Services provider to the creative sector, serving over 5000 users and 100+ companies based in over 15 countries. We are a dynamic and fast-growing company that truly values and reliant upon our people, our culture and our commitment toexcellence. Salary: up to £50,000 DOE Location: Old Street, London 3 days onsite +...