ICT Service Desk Team Leader

3 weeks ago


Wednesbury, Sandwell, United Kingdom Search results Full time
Lead the IT Service Desk Team

We are seeking an experienced IT Service Desk Team Leader to lead our dedicated IT Service Desk team in a dynamic and fast-growing environment.

Key Responsibilities
  • Oversee the day-to-day operations of the Service Desk team, providing Level 1 and 2 support.
  • Lead and mentor the team, managing workflows and ensuring service levels and performance targets are met.
  • Act as an escalation point for major incidents and support issues.
  • Manage team scheduling and ensure backup support is in place.
  • Train, coach, and mentor team members, supporting career development.
  • Manage IT service projects, ensuring smooth transition into the service desk.
  • Ensure adherence to cyber security policies and user access rights compliance.
  • Strong knowledge of ITIL processes and the Microsoft environment (Windows Server, Active Directory, Azure, O365).
  • Experience in networking fundamentals (Cisco Switches/Routers, DNS, DHCP).
  • Experience in managing IT projects and mentoring technical staff.
What We Offer
  • Pension contribution up to 6%
  • Company profit share scheme
  • 25 days annual leave + bank holidays
  • Life Assurance and Income Protection
  • Flexible working options

This is an exciting opportunity for a passionate and motivated individual to lead a dedicated IT Service Desk team in a dynamic and fast-growing environment.



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