At a Glance
- Tasks: Lead and mentor a team of Service Desk Analysts while managing technical escalations.
- Company: Join a global retail brand known for its innovation and support.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Exciting opportunity to enhance your career with a household-name brand.
- Why this job: Make a real impact by delivering high-quality IT support in a dynamic environment.
- Qualifications: Experience in IT support leadership and strong technical skills required.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for an experienced IT Service Desk Team Leader to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.
Key Responsibilities
- Lead, mentor, and schedule a team of Service Desk Analysts.
- Ensure incidents and requests are resolved quickly within agreed timeframes.
- Handle complex technical issues and route them to higher-tier teams when needed.
- Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
- Maintain the Knowledge Base to improve first-line resolution and self-service options.
Requirements
- Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.
- Strong technical skills in Windows/macOS, Microsoft 365, Active Directory, and basic networking (VPNs, TCP/IP).
- Solid understanding of ITIL principles (Incident, Request, and Problem Management).
- Excellent communication and logical problem-solving skills under pressure.
Interested in leading a top-tier service desk team in Fareham? Apply now with your updated CV!
Information Technology Service Desk Team Lead in Fareham employer: Randstad Digital
Randstad Digital is an excellent employer for Senior Android Engineers, offering a dynamic work culture that fosters collaboration and innovation. With a focus on employee growth, the company provides opportunities for professional development and exposure to cutting-edge technologies, including AI-assisted coding tools. Located in the United Kingdom, Randstad Digital values its team members by promoting a healthy work-life balance and a supportive environment that encourages creativity and high-impact contributions.
