At a Glance
- Tasks: Lead a dynamic IT support team and ensure top-notch service delivery.
- Company: Join a forward-thinking company in Fareham with a focus on innovation.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real impact by leading a team and enhancing user experience.
- Qualifications: Leadership experience in IT support and strong technical knowledge required.
The predicted salary is between 40000 - 40000 £ per year.
Location: Fareham
Contract length: Up to 6 months
Pay rate: £40,000 per annum equivalent
Role Purpose
The IT Service Desk Team Leader is responsible for overseeing the day-to-day operations of the support team. This role ensures that high-quality technical assistance is provided to all users while maintaining agreed service levels. You will balance "hands-on" technical escalation with "hands-off" people management, driving continuous improvement across the service desk.
Key Responsibilities
- Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development.
- Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes.
- Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams.
- Quality Assurance: Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy.
- Reporting: Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps.
- Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.
Experience & Skills
- Leadership Experience: Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
- Technical Knowledge: Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
- ITIL Framework: A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management).
- Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving: A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.
Locations
IT Service Desk Team Leader in Fareham, Hampshire employer: Randstad Delivery (GBS)
At Randstad Business Support, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in Fareham. Our commitment to employee growth is evident through tailored professional development opportunities and a supportive environment where your leadership skills can thrive. Join us to be part of a team that values quality service delivery and continuous improvement, all while enjoying a competitive salary and the chance to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Team Leader in Fareham, Hampshire
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at Randstad Delivery (GBS) that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace IT Service Desk Team Leader in Fareham, Hampshire
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Randstad Delivery (GBS), it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Randstad Delivery (GBS) can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Randstad Delivery (GBS) will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Randstad Delivery (GBS)
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Randstad Delivery (GBS). This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Randstad Delivery (GBS).
