The Role My client is seeking a dynamic, customer-focused IT Service Desk Team Leader to oversee the daily operations of their frontline support team. This role is pivotal in driving a high-performance culture, ensuring Service Level Agreements (SLAs) are consistently achieved, and delivering an exceptional customer experience. You will coach, develop, and lead a team of Service Desk Analysts while maintaining a hands-on approach to incident and request management.This will be on a 3 month temporary basis initially and will involve being onsite 5 days per week. Key Responsibilities Lead, motivate, and develop a team of Service Desk Analysts, fostering a culture of excellence, accountability, and customer service. Ensure the team is effectively resourced and schedules are optimised to meet demand. Conduct regular 1:1s, performance reviews, and team meetings to drive individual and team performance. Provide guidance, support, and escalation assistance to team members on complex issues. Act as a point of contact for internal stakeholders and senior IT management regarding team performance and incident escalations Essential for the role Proven experience in an IT Service Desk leadership role, preferably within a target-driven and customer-centric environment. Strong understanding of ITIL practices and service management principles. Experience managing performance against SLAs and driving team productivity. Excellent problem-solving abilities with the capacity to manage complex issues and escalations. Strong leadership and people management skills with the ability to inspire, coach, and develop a high-performing team. Exceptional customer service skills, with a passion for delivering a positive user experience. Ability to work under pressure and manage competing priorities in a fast-paced environment. Excellent verbal and written communication skills. Desirable ITIL Foundation certification or higher Hands-on experience using IT Service Management tools (e.g., ServiceNow, Freshservice, Zendesk). Technical proficiency across common IT systems and applications (e.g., Microsoft Office 365, Active Directory, Windows OS, remote desktop support). Experience driving Knowledge Management and self-service adoption.