Service Desk Team Lead

3 weeks ago


Worcester, United Kingdom Nextech Group Full time

Job Title: Service Desk Team LeadLocation: Worcestershire Salary: £50,000 per annum + benefitsWe are partnering with a fast-growing Managed Network Services Provider seeking an experienced Service Desk Team Lead to oversee and manage their service desk operations.This is a fantastic opportunity to lead a technical support team, ensuring excellent service delivery across a range of client networks and IT systems.Role OverviewAs the Service Desk Team Lead, you will manage the daily operations of the service desk, providing leadership and guidance to a team of technical support engineers. You will act as an escalation point for complex technical issues, maintain service quality, and help drive continuous improvement initiatives.Key ResponsibilitiesLead, coach, and manage a team of service desk engineers to deliver first-class support.Act as a technical escalation point for complex issues, particularly around Cisco routers, switches, firewalls, VPNs, and other networking equipment.Monitor and maintain service levels (SLAs, KPIs) and ensure consistent, high-quality support.Collaborate with clients and internal teams to resolve network and IT infrastructure issues efficiently.Support configuration, deployment, and troubleshooting of client network environmen...



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