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- Tasks: Lead the IT Helpdesk team, ensuring top-notch support and managing complex technical issues.
- Company: Join a growing West London business focused on delivering efficient IT solutions globally.
- Benefits: Enjoy a hybrid work model and competitive salary up to £50,000 with great perks.
- Why this job: Be part of a dynamic team, enhance your leadership skills, and drive impactful IT projects.
- Qualifications: 2-3 years in IT management, strong technical knowledge, and exceptional customer service skills required.
- Other info: Relevant certifications like ITIL Foundation and experience with SAP or Mac environments are a plus.
The predicted salary is between 36000 - 60000 £ per year.
FPSG Hertfordshire, England, United Kingdom
Service Desk Team Lead
Exciting opportunity to lead the daily operations of a growing service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service.
Role Responsibilities
Responsibilities will include:
- Leading and supervising a team of service desk analysts, providing coaching, mentoring, and performance feedback to support their professional development and success.
- Coordinating and prioritising service desk activities, including incident management, request fulfilment, and problem resolution, to ensure timely response and resolution in accordance with service level agreements (SLAs).
- Monitoring service desk performance metrics and KPIs.
- Providing a hands-on role in a technical capacity, handling incidents, requests, and escalations. Expected to be at least 50% – 60%. Lead from the front attitude.
- Ensuring compliance with IT policies, procedures, and standards, as well as industry regulations and best practices (ITIL, ISO, and others), to maintain a secure and compliant service desk environment.
Person Specification
You will have the following skills:
- Proven experience in IT service desk or technical support role, with leadership or supervisory experience preferred. Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist.
- Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies.
- Familiarity with IT service management frameworks and practices, such as ITIL, ISO, and experience using service desk tools and incident tracking systems.
- Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members, build rapport with customers, and resolve conflicts effectively.
Next Steps
Apply by contacting Ciaran Ahern, 0131 270 6608 or cahern@fpsg.com
FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Pharmaceutical Manufacturing
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Service Desk Team Lead employer: FPSG
Contact Detail:
FPSG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarize yourself with the specific ITSM tools and frameworks mentioned in the job description, especially ITIL. Being able to discuss your experience with these tools during the interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your leadership experiences by preparing examples of how you've motivated and developed your team in previous roles. This will show that you have the managerial skills needed to lead the Helpdesk Team effectively.
✨Tip Number 3
Brush up on your technical knowledge, particularly around the Microsoft technology stack, including Office365, Intune, and Azure AD. Be ready to discuss how you've handled complex technical issues in the past.
✨Tip Number 4
Prepare to discuss your approach to customer service and how you ensure high-quality support. Sharing specific examples of how you've resolved customer issues can set you apart from other candidates.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT Service Desk roles, especially any management experience. Emphasize your technical knowledge of systems like Office365, Intune, and Azure AD.
Craft a Strong Cover Letter: In your cover letter, express your passion for leading teams and providing exceptional customer service. Mention specific examples of how you've successfully managed escalations and complex technical issues in the past.
Highlight Leadership Skills: Clearly outline your leadership and team management skills. Provide examples of how you've motivated and developed your team, as well as any training sessions you've arranged to enhance their skills.
Showcase Relevant Certifications: If you have certifications like ITIL Foundation or experience with SAP, make sure to include these in your application. This will demonstrate your commitment to professional development and your expertise in IT Service Management.
How to prepare for a job interview at FPSG
✨Showcase Your Technical Expertise
Be prepared to discuss your technical knowledge in detail, especially regarding the Microsoft technology stack, including Office365, Intune, and Azure AD. Highlight specific examples where you've successfully resolved complex technical issues.
✨Demonstrate Leadership Skills
Since this role involves managing a team, be ready to share your experiences in leading and developing teams. Discuss how you've motivated team members and handled performance reviews in the past.
✨Emphasize Customer Service Excellence
Exceptional customer service is key for this position. Prepare to provide examples of how you've delivered high-quality support and resolved customer issues effectively, showcasing your problem-solving abilities.
✨Familiarize Yourself with ITSM Frameworks
Understanding IT Service Management frameworks like ITIL is crucial. Brush up on these concepts and be ready to discuss how you've applied them in previous roles to improve service delivery.
