IT Service Desk Team Lead

3 weeks ago


Bristol, Bristol, United Kingdom Artis Recruitment Full time

IT Service Desk Team Lead required by our market leading, award winning, professional services organisation. This is a hybrid role with 2 days a week onsite with flexibility.

Key Responsibilities:

  • Provide line management to ensure that all IT related issues are dealt with efficiently and expediently.
  • Act as mentor and coach, ensuring that the skill and knowledge of each team member is maintained and extended.
  • Manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle.
  • Investigate technical issues; provide solutions or workarounds to ensure minimal impact to all stakeholders.
  • Educate and upskill Tech Experts to improve the ability to achieve first time fixes and contribute to knowledgebase articles

Working with Our Team:

  • Being available to take inbound and outbound phone calls from/to employees and clients, meeting KPI targets and delivering excellent customer service.
  • Carry out regular site visits in remote offices as required.

About the Role:

  • Reporting to the Head of IT, this is an important member of the IT Service Delivery Team.
  • The IT Service Desk Team Lead will lead a team of 6 IT Service Desk Analysts who provide 1st & 2nd support to 1,850 users UK wide.


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