IT Service Desk Lead

2 months ago


Preston, United Kingdom Senitor Recruitment Full time

A leading IT Solutions company are looking for an IT Service Desk Lead to join their team on a permanent basis. The position will operate from their Preston site, with hybrid working options available.

Working within the busy technical support team, you will support a range of software and hardware requests for a growing client base, ensuring that customers' requests are resolved in a timely and efficient manner.

The successful applicant will oversee a team of remote Engineers and act as an escalation point for complex technical issues. Ideally, we are looking for someone with previous experience in a similar role who is confident mentoring others and delegating responsibilities to ensure excellent customer service.

**Roles and Responsibilities**:
Lead the Service Desk and mentor Engineers accordingly.
Maintain excellent customer service and timely resolution.
Work to set SLAs and KPIs
Complete relevant technical documentation to ensure that policies and procedures are fully adhered to.

**Key Skills include**:
Previous experience leading or overseeing a Service Desk team / environment.
Windows Servers (all versions)
Office 365
Active Directory / Group Policies
Understanding of Networking
VMware / Hyper-V
Experience working with ticketing systems and within an ITIL environment.


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