Job Description As an IT Service Desk Team Leader, you will play a crucial role in ensuring the smooth operation of the IT service desk and providing exceptional support to end-users. Your primary responsibility will be to manage and lead the service desk team, fostering a positive and collaborative work environment. You will conduct regular one-on-one meetings, performance reviews, and appraisals, offering constructive feedback and identifying opportunities for professional development, and onboard new analysts. With a lead by example approach to behaviours and maintaining a professional culture. This role is based on-site 5 days a week with occasional weekend work when needed. As part of this role, you will also: Monitor reports such as Response times, first contact/first time resolution rate and customer satisfaction and take appropriate action to improve performance. Oversee day to day service desk operations ensuring that Service Level Agreements (SLAs) are consistently met. Identify recurring issues and escalate to higher Service Desk/IT teams to help reduce workload. Ensuring strict adherence to Service Desk processes, procedures, and policies. Act of point of escalation for users experiencing issues that cannot be resolved in a timely manner. Develop and execute training programs to enhance technical skills, product knowledge and customer service skills. Responsible for all tickets assigned to the Service Desk queue and progress of these. Maintain staffing schedule to ensure adequate coverage during operational hours including adherence to break times. Identify & drive Service Desk continual service improvements. Conduct regular quality assurance checks on team members calls and tickets. Provide team members with monthly 1:1’s Rota’d Managerial On-Call duties including absence reporting and a point of contact for escalations which includes evening and weekend availability. To work collaboratively with the wider IT department and business to create strong working relationships. Track and document team members individual performance Drive performance management and people development.