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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 is a unique opportunity to shape and lead a talented team of 1st and 2nd line engineers, managing everything from complex technical escalations and ticket allocation to staff 1-2-1s and reporting on key performance metrics.
Key Responsibilities:- 50% Hands-On Support: Get involved in 1st/2nd line technical support, helping the team resolve desktop, laptop, and other IT infrastructure issues.
- 50% Team Leadership: Allocate tickets, manage escalations, and ensure SLAs are met. Help your team grow by conducting 1-2-1s and supporting their development.
- Be the go-to escalation point for those trickier support challenges and technical queries.
- Manage ticket flow, making sure requests are resolved quickly and clients are happy.
- Work on reporting and KPIs, ensuring everything runs like a well-oiled machine.
- Salary: £30,000 - £40,000 per annum
- Location: Portsmouth (hybrid working, 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.
- Join a collaborative and friendly team where your ideas will be heard, and your contributions valued.
- Development: This role offers plenty of opportunities for career growth as the company continues to expand.
- Experienced Service Desk Leader or a Senior Service Desk Analyst ready to transition into a leadership role.
- You're passionate about delivering excellent IT support and have a strong track record in 1st/2nd line support roles.
- You know your way around desktop support, laptop builds, and common troubleshooting tools.
- Excellent communication skills — you're confident talking with clients and leading a team.
- You've got experience with ticket management systems and understand the importance of SLAs and KPIs.
