IT Service Lead

2 weeks ago


Darlington, Darlington, United Kingdom Redde Northgate plc Full time

About the Role:

As a key member of our User Services team, you will be responsible for driving the performance of our dedicated site-based IT support team. Your primary goal will be to ensure every user has a seamless experience, delivering exceptional service and resolving user issues at first contact whenever possible.

Your Responsibilities:

  • Lead, coach, and mentor team members to elevate their skills and performance.
  • Plan and balance short-term tasks while ensuring alignment with broader goals.
  • Manage rotas, shifts, and performance metrics to guarantee 24/7 service availability.
  • Champion best practices and process improvements to streamline and elevate service delivery.

About You:

  • You have a minimum of 2 years proven experience of managing a high-energy IT Service Desk, with the ability to inspire and guide a technical team.
  • You're driven to provide exceptional service and can turn customer issues into positive experiences.
  • You have exceptional time-management and prioritisation abilities to keep the team running smoothly, even during peak times.
  • You have experience in implementing new processes and driving continuous improvement.
  • You have knowledge of industry standards and best practices for IT Service Desk operations.

About Us:

ZIGUP is a leading integrated mobility solutions provider trusted by many of the UK's leading insurance and leasing companies, fleet operators, OEMs, and blue-chip corporates. Our purpose is to keep customers moving, smarter.



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