Service Desk Team Lead
Leeds - On-site 2x per week
Up to £42,000
Fruition IT is working with a well-established, tech-first business embarking on a complete technical transformation. As part of this journey, they are seeking a customer-focused Service Desk Team Lead to oversee a team of first-line and Product Support specialists.
In this role, you will foster a well-structured, process-driven support environment, ensuring seamless operations while motivating and guiding the team to success. You will identify inefficiencies and implement changes to improve team performance.
Key Responsibilities:
Team Leadership: Inspire, manage, and mentor a team of first-line and Product Support specialists, fostering high morale and productivity.
Process Management: Establish and maintain effective service desk processes, ensuring smooth operations and preventing recurring issues.
Operational Efficiency: Report on key metrics, conduct trend analysis, and identify areas for proactive improvement.
Customer Support Tools: Oversee the use of tools such as JSM, ServiceNow, Zoho, and Zendesk to optimise workflows.
Continuous Improvement: Drive initiatives to enhance efficiency, improve training, and ensure the team is always prepared to deliver exceptional service.
Key Requirements:
Proven experience leading and managing service desk or support teams.
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