IT Service Desk Team Leader
Wednesbury
£40,000 to £50,000 + Benefits
Are you an experienced IT Service Desk Team Leader looking for your next challenge? We have an exciting opportunity for a passionate and motivated individual to lead a dedicated IT Service Desk team in a dynamic and fast-growing environment.
As the IT Service Desk Team Leader, you will oversee the day-to-day operations of our 10-person Service Desk team, providing Level 1 and 2 support. Your role will include leading and mentoring the team, managing workflows, and ensuring that service levels and performance targets are met. This position requires excellent communication skills, a hands-on approach, and the ability to manage complex technical environments.
Key Responsibilities:
* Lead the IT Service Desk team to provide exceptional customer service.
* Manage service requests, incidents, and problems, ensuring that the team exceeds service level agreements.
* Act as an escalation point for major incidents and support issues.
* Oversee team scheduling and ensure backup support is in place.
* Train, coach, and mentor team members, supporting career development.
* Manage IT service projects, ensuring smooth transition into the service desk.
* Ensure adherence to cyber security policies and user access rights compliance.
Skills and Experience:
* Proven experience in a similar role.
* Strong knowledge of ITIL processes and the Microsoft environment (Windows Server, Active Directory, Azure, O365).
* Experience in networking fundamentals (Cisco Switches/Routers, DNS, DHCP).
* Excellent troubleshooting and problem-solving abilities.
* Experience in managing IT projects and mentoring technical staff.
* Knowledge of cloud technologies such as Azure and SaaS solutions.
* Must hold a UK driving licence and be willing to travel between Wednesbury and Oxford.
Location:
Hybrid working model with 2 days per week in the office, offering flexibility and collaboration with the team.
Benefits:
* Pension contribution up to 6%
* Company profit share scheme
* 25 days annual leave + bank holidays
* Life Assurance and Income Protection
* Flexible working options
If this sounds like your next career move, click apply now to take the next step in joining our dynamic and innovative team!