Service Desk Team Leader: A Senior IT Support Role

18 hours ago


Bristol, Bristol, United Kingdom Peaple Talent Full time

Job Title: Service Desk Team Leader

A highly skilled and experienced leader is required to lead a team of 1st and 2nd Line Service Desk Analysts, ensuring outstanding IT support services for Peaple Talent's diverse customer base.

The successful candidate will act as a mentor, coach, and leader, supporting team members' development and progression. Strong technical knowledge at a 2nd Line support level is essential for effective guidance and skills transfer.

Key Responsibilities
  • Team Leadership and Management: Oversee the daily resource plan, conduct monthly meetings, manage performance reviews, identify and address knowledge or skills gaps, and act as a role model and coach.
  • Operational Excellence: Monitor team performance, act as first point of escalation, perform Quality Assurance activities, contribute to high-demand periods, monitor SLA compliance, and reprioritize tickets.
  • Continuous Improvement and Collaboration: Collaborate with other Service Desk Team Leaders, assist with onboarding new clients, services, or processes, identify opportunities to enhance services, and contribute to problem management processes.
  • Team Development and Culture: Participate in hiring, onboarding, training, promote a positive working environment, develop personal development plans, and maintain compliance with industry regulations and employment laws.
Person Specification

Required Experience and Skills:

  • Leadership: Minimum 1 year of experience leading a Service Desk team.
  • Technical Expertise: At least 3 years of experience as a Service Desk Analyst, including exposure to 1st and 2nd Line support.
  • Service Levels: Proven ability to manage and adhere to contractual SLAs.
  • Coaching and Development: Experience mentoring team members and fostering growth.
  • ITSM Platforms: Familiarity with IT Service Management tools, preferably ServiceNow.
  • ITIL Knowledge: Understanding of ITIL processes and practices in a Service Desk environment.
  • Communication: Excellent written and verbal communication skills.
  • Problem-Solving: Logical, methodical approach to resolving issues.
  • Technical Proficiency: Skills aligned to 2nd Line support level.

Estimated Salary: £40,000 - £60,000 per annum.



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