IT Service Desk Team Leader
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
Location: Portsmouth
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. xgikmsk
Problem-Solving: A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.
Randstad Business Support is acting as an Employment Business in relation to this vacancy...
IT Service Desk Team Leader employer: Randstad Delivery
At DS Smith, we pride ourselves on being an exceptional employer that values ambition and hands-on learning. Located in the heart of Blunham, our state-of-the-art manufacturing facility offers a dynamic work culture where employees can thrive, develop new skills, and enjoy competitive pay along with benefits like paid holidays and exclusive discounts. Join us to not only advance your career as a Machine/Production Operative but also to be part of a supportive team that encourages growth and progression into permanent roles.
