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