Service Desk Team Lead

4 days ago


Cheltenham, United Kingdom Hays Specialist Recruitment Limited Full time

Service Desk Team Lead | Cheltenham | Education |
Your new company
Working with a private sector company operating within the Education sector. Experiencing a period of growth within the IT team. The Service Desk Team Lead is responsible for ensuring customer service and support, performance targets and expectations are metthrough effective team leadership and developing the knowledge and skills of the team.
Your new role
This role requires the ability to develop effective working relationships with senior colleagues and this fast-paced and varied role requires excellent communication and customer service skills as well as a broad range of IT knowledge. Your time will be spentworking ensure that the service runs efficiently and effectively, liaising with external support providers, as well as customers to resolve incidents and fulfil service requests, as part of a close-knit team.

**Responsibilities**:

- Day-to-day management, resource planning and work allocation to meet agreed service levels, including out of hours, rota and cover arrangements.
- Develop a good understanding and technical expertise across the entire range of services and products.
- Oversee diverse and complex service incidents, requests and events that require drive and focus to deliver successfully.
- Ensure service requests and incidents are received, logged and handled according to agreed procedures and promptly picked-up or allocated and responded to.
- Supervise and provide regular performance feedback to team members. Work with the Head of Department, and IT Managers to ensure that the personal and departmental development goals of team members are achieved, and career aspirations supported.
- Ensure the team deliver a program of scheduled activities and routine checks, ensuring any service issues are remediated as a priority.
- Ensure customers are kept appraised of progress towards service restoration.
- Escalate potential service level failures with the appropriate IT manager and act as first escalation point in dealing with customer issues and complaints.

What you'll need to succeed
Equivalent experience and similar qualifications will be considered. Job holders without certifications may be expected to obtain over an agreed time period, and will be supported in the process of obtaining, a number of certifications agreed as relevant tothe role including but not limited to:

- ITIL foundation certification or similar.
- Coaching and Customer Service qualifications e.g. Service Desk Institute, Institute of Customer Service or BCS or other professional memberships (Desirable)
- CompTIA A+

Knowledge and Experience
- Supervising a service desk team.
- Working in a school environment (Desirable).
- Service Desk, Incident and Service Request management practices. Aware of other ITIL practices.
- Operating MS products e.g. Exchange, Sharepoint, Teams, OneNote, Word, Excel, PowerPoint etc.
- Using identity and access management solutions, (e.g. Active Directory & Azure).
- iSAMS or other school MIS systems (Desirable).

What you need to do now
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.



  • Cheltenham, United Kingdom GB Solutions Full time

    £30,000 - £38,000 - Cheltenham / Hybrid - Tech - Permanent **Service Desk Team Leader** **£30,000 - £38,000** **Cheltenham / Hybrid** Our award-winning client work with SMEs to help them grow. With innovation as their driving force, they’re continuing their journey, and have exciting and ambitious plans, for their future success. Because of this,...


  • Cheltenham, United Kingdom Experis Uk Full time

    Service Desk Team Leader - Gloucestershire An exciting opportunity for either an experienced Service Desk Team Leader or potentially for someone wishing to step-up into such a role.The successful candidate will be managing a small team of 2nd Line Support Engineers who are providing exceptional desktop support across a variety of business and IT systems.This...

  • Service Desk Analyst

    13 hours ago


    Cheltenham, United Kingdom G B Solutions Full time

    **Service Desk Analyst** **Competitive £** **Cheltenham** Due to continued growth our client is looking for a Service Desk Analyst to join their team. The ideal Service Desk Analyst will have strong administrative skills, with the ability to multi-task. **Responsibilities**: - Log support tickets for all issues flagged, including daily checks -...


  • Cheltenham, United Kingdom Hays Specialist Recruitment Limited Full time

    IT Service Desk Administrator - Cheltenham - £120 - £140 Per Day Inside IR35 Your new company: Our client are a global Manufacturing company based in Cheltenham, they are seeking someone on an initial 3 month contract basis, with the potential to roll on / go permanent, to provide support to their IT service desk team, providing administrator. What you'll...


  • Cheltenham, United Kingdom i2i Recruitment Full time

    Location: CheltenhamRate: £11.50 per hourContract: TemporaryAre you looking for a short-term role where your customer service skills can shine?Our well-established client is seeking a dependable Service Desk Assistant to join their professional team on a temporary basis. This is an excellent opportunity to contribute to a thriving organization while earning...


  • Cheltenham, United Kingdom i2i Recruitment Full time

    Location: Cheltenham Rate: £11.50 per hour Contract: Temporary Are you looking for a short-term role where your customer service skills can shine? Our well-established client is seeking a dependable Service Desk Assistant to join their professional team on a temporary basis. This is an excellent opportunity to contribute to a thriving organization while...

  • Service Desk Assistant

    24 hours ago


    Cheltenham, United Kingdom i2i Recruitment Full time

    Location: Cheltenham Rate: £11.50 per hour Contract: Temporary Are you looking for a short-term role where your customer service skills can shine? Our well-established client is seeking a dependable Service Desk Assistant to join their professional team on a temporary basis. This is an excellent opportunity to contribute to a thriving organization while...


  • Cheltenham, United Kingdom CV-Library Full time

    Location: Cheltenham Rate: £11.50 per hour Contract: Temporary Are you looking for a short-term role where your customer service skills can shine? Our well-established client is seeking a dependable Service Desk Assistant to join their professional team on a temporary basis. This is an excellent opportunity to contribute to a thriving organization...


  • Cheltenham, United Kingdom Abercrombie & Kent Full time

    **Come and join one of the world’s leading luxury brands.** 60 years after Geoffrey Kent founded A&K, we’re still setting the standard for adventurous, luxury holidays. Whichever role you join us in, whether customer facing or behind the scenes, everyone has their part to play in creating one-of-a-kind journeys that go beyond our clients’ high...


  • Cheltenham, United Kingdom i2i Recruitment Consultancy Full time

    **IT Service Desk Engineer Gloucestershire (Hybrid) £21,000 - £25,000** Here's an incredible opportunity to join the IT services department of an educational organisation that continues to modernise all the technology they use. If you have around 2 years or more experience in Operational IT and can work in a logical and consistent manner, have solid...


  • Cheltenham, United Kingdom Hays Specialist Recruitment Limited Full time

    Cheltenham | Permanent | Hybrid | Competitive salary Your new company We have a fantastic opportunity for a Junior Service Desk Specialist to join our client based in Cheltenham. As the Junior Service Desk Specialist, you will be primarily responsible for providing first class level of customer service to all users and provideinitial resolution of incidents...

  • Service Desk Analyst

    8 hours ago


    Cheltenham, United Kingdom CV-Library Full time

    Contact Service Desk Analyst Duration: 6 months initially Rate: Negotiable (via Umbrella) Location: Onsite in Cheltenham Hours: Monday to Friday 37 hours (Early Friday Finish) We are looking for a Systems Administrator to join our clients IT team on a contract basis. The role will involve supporting the implementation of both Local and Global IS projects...


  • Cheltenham, United Kingdom Abercrombie & Kent Full time

    **Come and join one of the world’s leading luxury brands.** 60 years after Geoffrey Kent founded A&K, we’re still setting the standard for adventurous, luxury holidays. Whichever role you join us in, whether customer facing or behind the scenes, everyone has their part to play in creating one-of-a-kind journeys that go beyond our clients’ high...


  • Cheltenham, Gloucestershire, United Kingdom HC One Full time

    About the RoleIn this rewarding role, you will have the opportunity to make a real difference in the lives of our residents and their families. You will be responsible for managing the front desk, responding to queries, and resolving issues in a professional and courteous manner.Key ResponsibilitiesCustomer Service: Provide exceptional customer service to...

  • Devops Team Lead

    4 weeks ago


    Cheltenham, United Kingdom Ripjar Full time

    Ripjar specialises in the development of software and data products that help governments and organisations combat serious financial crime. Our technology is used to identify criminal activity such as money laundering and terrorist financing and enables organisations to enforce sanctions at scale to help combat rogue entities and state actors.Team Mission:...

  • Devops Team Lead

    3 weeks ago


    Cheltenham, United Kingdom Ripjar Full time

    Ripjar specialises in the development of software and data products that help governments and organisations combat serious financial crime.Our technology is used to identify criminal activity such as money laundering and terrorist financing and enables organisations to enforce sanctions at scale to help combat rogue entities and state actors.Team Mission:...

  • Help Desk Hero

    2 weeks ago


    Cheltenham, Gloucestershire, United Kingdom i2i Recruitment Full time

    This Help Desk Hero role is perfect for students looking for a flexible and fun job to fit around their studies. As a member of our dynamic team, you will play a vital role in creating amazing customer moments.Key ResponsibilitiesBe the student champion - resolve their queries with a smile via phone, email, and chat.Contribute to making every customer...


  • Cheltenham, United Kingdom Team Full time

    A well-established retailer that has been providing high-quality footwear for over 100 years is looking for a Store Manager to maximise sales and profit through the efficient and effective management of the branch.Along with a salary of up to £27,500 per annum, you will also receive a company pension scheme, BUPA insurance and attractive discounts.You will...


  • Cheltenham, United Kingdom Team Full time

    A well-established retailer that has been providing high-quality footwear for over 100 years is looking for a Store Manager to maximise sales and profit through the efficient and effective management of the branch.Along with a salary of up to £27,500 per annum, you will also receive a company pension scheme, BUPA insurance and attractive discounts.Read all...


  • Cheltenham, Gloucestershire, United Kingdom Siamo Group Ltd Full time

    Job SummarySiamo Group Ltd is seeking a highly skilled Customer Service Manager to lead our team in Swindon. As a key member of our management team, you will be responsible for developing and implementing customer service strategies that drive business growth and excellence.About the RoleThe successful candidate will have previous experience as a Customer...