IT Service Desk Team Leader
- London
- Permanent
- Full-time
- Lead and manage the IT Service Desk team, ensuring consistent delivery of high-quality support across all incidents and requests.
- Oversee daily operations including call handling, ticket management, and SLA adherence to deliver exceptional customer service.
- Implement ITIL-aligned processes for incident, request, problem, and escalation management to improve efficiency and reduce recurring issues.
- Monitor and analyse Service Desk performance metrics, reporting on KPIs and trends to senior IT management.
- Act as the escalation point for high-priority incidents, ensuring timely resolution and effective communication to stakeholders.
- Drive team development by coaching, mentoring, and conducting regular performance reviews to build skills and capability.
- Collaborate with other IT teams to ensure seamless handover of escalated issues and support continuous improvement initiatives.
- Manage Service Desk resource planning, including rotas, workload distribution, and coverage for peak periods.
- Ensure knowledge base articles, procedures, and documentation are accurate, up to date, and easily accessible to the team.
- Lead continuous improvement projects to enhance the Service Desk's efficiency, customer satisfaction, and alignment with business needs.
- Proven experience leading or supervising an IT Service Desk or similar support team.
- Strong knowledge and application of ITIL principles in a service delivery environment.
- Demonstrated success managing incidents, escalations, and high-pressure situations.
- Experience in reporting on KPIs, SLAs, and using ITSM tools.
- Background in IT support (hardware, software, Microsoft 365, Active Directory, Azure, Intune).
- Proficiency in troubleshooting hardware, software, and network connectivity issues.
- Proficiency in ITSM platforms for ticketing and reporting (e.g., ServiceNow, ManageEngine, Jira).
- Strong understanding of ITIL v4 processes and incident lifecycle management.
- Familiarity with managing support of Microsoft 365, Active Directory, Azure, and Intune administration.
- Familiarity with managing support for hardware (laptops, mobiles, tablets, peripherals) and SaaS applications.
- Ability to write and maintain clear support documentation and knowledge base content.
- ITIL Foundation certification (essential).
- Relevant leadership or management training/certification (desirable).
- Microsoft certifications (e.g., M365, Azure) are advantageous.
- Degree or equivalent experience in IT, Computer Science, or related discipline (desirable). Background or experience in IT support.