We are looking for a seasoned Service Desk Lead / IT support lead to manage service delivery, oversee SLAs, and drive continuous improvement across the support team.
You'll be responsible for out-of-hours support and ensuring that technical issues are resolved efficiently while maintaining strong client relationships.
Key Responsibilities:
* Lead the support team and ensure smooth day-to-day operations.
* Manage contract delivery and compliance with SLAs.
* Drive continuous service improvements across support functions.
* Oversee budgets and ensure cost-effective resource allocation.
* Develop and maintain strong relationships with stakeholders and suppliers.
Ideal Candidate:
* ITIL Foundation certified with extensive experience in support management.
* Strong leadership and team management skills.
* Excellent problem-solving abilities with a customer-first mindset.
* Experience in change management and service improvement processes.
* Capable of managing out-of-hours support and crisis situations.
This will be two days a week in Portsmouth