Service Desk Team Leader

5 months ago

Hemel Hempstead, United Kingdom Haven Full time

IT Service Desk Team Lead
Hybrid - 50% Office (Hemel Hempstead)

Are you a highly skilled and motivated IT professional with a passion for leading and empowering teams? Do you have a proven track record of providing exceptional technical support and ensuring smooth IT operations? We are currently seeking an experienced IT Service Desk Team Lead to join our dynamic and innovative team.
Who are we?

**Responsibilities**:

- Lead and manage a team of skilled IT professionals, providing guidance, mentorship, and fostering a positive work environment.
- Oversee the day-to-day operations of the IT helpdesk, ensuring all support requests are addressed promptly and effectively.
- Prioritize and escalate issues as necessary to ensure timely resolution and customer satisfaction.
- Develop and implement IT helpdesk policies, procedures, and best practices, continually improving service delivery.
- Collaborate with other IT teams to identify and resolve complex technical challenges.
- Maintain accurate records of helpdesk activities, performance metrics, and service levels.
- Conduct regular performance evaluations, identify training needs, and provide professional development opportunities to the team.
- Manage vendor relationships and service contracts to ensure cost-effective and high-quality support.
- Stay updated with the latest IT industry trends and advancements, incorporating relevant technologies into the helpdesk operations.
- Establish and maintain strong communication channels with end-users and other internal stakeholders.

**Requirements**:

- Proven experience in managing an IT helpdesk team, preferably in a fast-paced and dynamic environment.
- Strong technical expertise across various operating systems, hardware, software, and networking.
- Exceptional leadership and team management skills, with the ability to motivate and inspire others.
- Excellent problem-solving and decision-making capabilities, with a focus on finding practical solutions.
- Outstanding communication and interpersonal skills, with a customer-centric approach.
- Solid organizational and time-management skills to manage multiple priorities effectively.
- ITIL or other relevant certifications would be a plus.

What’s In It for You?
- Competitive holiday allowance that rises with service
- Holiday buy scheme
- Annual bonus
- 20% discount for any Haven or Warner holiday for you, friends, and family.
- Wellbeing support across several different topics
- Opportunities to use our corporate box at The O2 arena for music, comedy, sport, and entertainment events
- Exclusive discounts with several corporate partners
- Access to fantastic learning and development opportunities, including Apprenticeships & Degrees
- Real career pathways

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