ShortList Recruitment is working with a client in the Housing sector to find an experienced Service Desk Team Leader to join their team. The Service Desk Team Leader will be responsible for managing the day-to-day operations of the IT Service Desk team, ensuring the delivery of exceptional technical support and customer service across the organization. Key responsibilities include leading a team of IT Service Desk Analysts, providing guidance, and serving as the point of escalation for complex technical issues. The ideal candidate will bring a strong technical background, excellent leadership abilities, and a commitment to delivering outstanding customer service. Key objectives of the Service Desk Team Leader role: Lead the Service Desk team to provide efficient, high-quality service to the organization. Oversee the management of the Service Desk operation in a busy, multisite environment, with a proven track record of 5 years in this area. Apply ITIL best practices, with extensive experience using IT service management tools. Manage teams of Service Desk staff Strong experience in managing KPIs and SLAs. Extensive experience in managing multiple third-party suppliers, regularly assessing their service and performance. Demonstrate the ability to lead and effectively communicate with staff at all levels, including both technical and non-technical teams across various disciplines. Support and administer Windows operating systems (e.g., Windows desktop, Exchange, Active Directory). Qualifications: Formal training and advanced understanding of ITIL principles and practices. Professional certifications in IT service management. ITIL V4 Foundation certification. A valid, clean driving license and access to personal transport are required, as travel to other sites may be necessary. ADZN1_UKTJ