Are you a Service Desk looking for an opportunity to lead a team, drive service improvements, and work in a fast-paced, customer-focused environment?
Service Desk Lead
Gateshead (Hybrid)
£27,000 - £32,000
My client, a nationwide workplace technology provider, is looking for a Service Desk Lead to oversee the daily operations of their IT and telecoms helpdesk. This is a key role in ensuring efficient incident management, high customer satisfaction, and continuous service improvement.
Daily Duties:
* Leading & mentoring a team of service desk technicians.
* Ensuring service levels (SLAs) are met, with a focus on quick response times.
* Monitoring helpdesk performance, and identifying areas for improvement.
* Managing incident resolution and escalating complex issues when necessary.
* Developing and maintaining a knowledge base for common issues.
* Providing regular reports on service desk metrics and trends.
* Liaising with key stakeholders and ensuring a high level of customer service.
Role Requirements:
* Proven experience leading a Service Desk or IT Support Team.
* Ability to manage workloads, prioritise issues, and improve service delivery.
* Strong customer service and stakeholder management skills.
* A background in IT support is ideal but not essential-leadership experience is the priority.
* ITIL certification is desirable but not required.
Company Benefits:
* Career progression & development opportunities
* 23 days' holiday + bank holidays (rising to 28 days after 5 years)
* Healthcare cash plan (covering opticians, dentists, etc.)
* Pension scheme & death in service benefit
* Employee perks & discount platform
* Cycle-to-work scheme
* Volunteer days & referral bonuses
* Enhanced maternity & paternity scheme
This is a fantastic opportunity to step into a leadership role within a growing, technology-driven company. If you're ready to take on a high-impact role where you can make a difference, get in touch today!