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IT Service Desk Team Lead
2 months ago
We're seeking a dynamic Service Desk Team Leader to drive our support team's success while staying hands-on with the tech you love.
This role offers a unique blend of leadership and technical expertise, where you'll split your time between mentoring a talented team and getting stuck into hands-on support yourself.
Key Responsibilities:
- 50% Hands-On Support: Provide technical assistance to clients, resolving desktop, laptop, and other IT infrastructure issues.
- 50% Team Leadership: Allocate tickets, manage escalations, and ensure SLAs are met. Foster team growth through 1-2-1s and development support.
- Be the go-to escalation point for complex technical challenges and queries.
- Manage ticket flow, ensuring requests are resolved quickly and clients are satisfied.
- Work on reporting and KPIs, maintaining a well-oiled machine.
What's in it for you?
- Competitive salary: £30,000 - £40,000 per annum
- Hybrid working arrangement, with 3 days in the office
- A chance to lead from the front, whether you're already in a team leader role or ready to take the step up
- Collaborative and friendly team environment where your ideas will be heard and valued
- Development opportunities as the company continues to expand
Requirements:
- Experienced Service Desk Leader or a Senior Service Desk Analyst ready to transition into a leadership role
- Passionate about delivering excellent IT support with a strong track record in 1st/2nd line support roles
- Familiarity with desktop support, laptop builds, and common troubleshooting tools
- Excellent communication skills, confident in client interactions and team leadership
- Experience with ticket management systems and understanding of SLAs and KPIs
About Mexa Solutions LTD:
We're a company where people matter, and success is driven by collaboration, innovation, and commitment to excellent service. If you're ready to step up and lead a service desk team while staying hands-on, we'd love to hear from you.
