Service Desk Team Lead

2 weeks ago

Bristol, United Kingdom CV-Library Full time

Job Title: Service Desk Team Lead
Location: Bristol
Salary: £38,000 - £42,000 per annum

About the Role:
My client is looking for a dynamic Service Desk Team Lead to join our team in Bristol. In this pivotal role, you'll lead a team of dedicated IT support professionals, ensuring that they deliver exceptional service and support to our clients.
Key Responsibilities:

Lead and mentor a team of service desk analysts, fostering a positive and collaborative work environment.
Manage day-to-day operations of the service desk, ensuring timely and efficient resolution of support requests.
Monitor and report on key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs).
Act as an escalation point for complex or high-priority incidents, providing guidance and solutions.
Develop and implement processes to improve service desk efficiency and customer satisfaction.
Collaborate with other IT teams to ensure seamless service delivery and continuous improvement. What We’re Looking For:

Proven experience in a similar IT support or service desk role, with at least 2 years in a leadership position.
Strong understanding of ITIL principles and experience working within an ITIL framework.
Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
Strong problem-solving skills and the ability to manage multiple tasks under pressure.
Experience with service management tools and a good understanding of technical troubleshooting. What We Offer:

A competitive salary of £38,000 - £42,000 per annum.
Opportunities for professional development and career progression.
A supportive and inclusive work environment.
Excellent benefits package, including pension contributions, health insurance, and more.
Recruiter: Callum Thompson

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