We are partnering with an NI government organisation in the recruitment of a service desk team lead. As IT Service Desk Team Lead, you will play a pivotal role in ensuring IT service management aligns with business needs. You will promote ITIL best practices, refine service processes, and provide guidance to a team of service desk professionals. Your leadership will help enhance service delivery, stakeholder collaboration, and continual improvement initiatives. Key Responsibilities: Lead and support an IT Service Desk team, ensuring effective incident and problem resolution. Oversee service management processes such as IT procurement, asset management, and SLA monitoring. Drive the adoption of ITIL standards and best practices across the organisation. Collaborate with internal teams and external suppliers to ensure IT systems remain reliable and efficient. Monitor service desk performance, set targets, and provide coaching to team members. Communicate technical information effectively to both IT and non-IT audiences. Take ownership of escalated issues and ensure excellent customer service. To be considered for the role you should have the requirements below: A minimum of 3 years' experience operating in a ServiceDesk environment. Strong background in IT Service Management, ideally with ITIL expertise. Experience leading IT support teams in a dynamic environment. Ability to coordinate incident management, change control, and IT service improvement initiatives. Excellent stakeholder management and problem-solving skills. Passion for delivering efficient and high-quality IT services. The role is initially for a 3-month period but there is an expectation this role will lead to a permanent assignment. If you're interested in this role, please forward an up-to-date copy of your CV If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be Skills: Support Service troubleshooting Benefits: P/h