Service Desk Lead Location: Whickham, Newcastle upon Tyne - (4 days in the office 1 day WFH) Salary: up to £32,000 Are you an experienced IT Service Desk professional with a passion customer service and the ability to lead or mentor others? This is a fantastic opportunity to join a high-performing IT support team in a Leadership role, ensuring seamless IT and Telco service operations. As a Service Desk Lead / IT Support Lead you'll lead a team of 1st line technicians, oversee daily operations, and drive continuous improvements in service delivery. Your focus will be on improving team efficiency and maintaining high service standards. Key Responsibilities Lead, mentor, and develop the support team to deliver top-tier service Ensure timely resolution of issues and maintain SLAs Identify and implement process enhancements to improve customer satisfaction Handling any relevant escalations directly Oversee any incidents from report to resolution Requirements Commercial Managed Services / MSP experience Proven IT support background, ideally covering Software, Infrastructure and Telco The ability to lead or mentor others - prior commercial team leadership experience isn't essential Understanding of ITIL principles and service management tools (e.g., ServiceNow, Jira, ConnectWise). Excellent communication and problem-solving skills. What's in it for you? Career growth and development opportunities - for example; enrolment in an Management course. Perks, discounts, healthcare cash plan & more. Please apply to this advert or email your CV direct to Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy