At a Glance
- Tasks: Lead a dynamic team to deliver top-notch IT support for a global retail brand.
- Company: Join a renowned global retail brand with a focus on innovation and teamwork.
- Benefits: Competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Exciting opportunity for career advancement in a supportive workplace.
- Why this job: Make a real impact by leading a talented team in a fast-paced environment.
- Qualifications: Experience in IT support leadership and strong technical skills required.
Location: Fareham
Contract: Up to 6 months
Role: IT Support / Service Delivery
About the Role
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
- Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts.
- SLA Guardian: Ensure incidents and requests are resolved quickly within agreed timeframes.
- Escalations: Handle complex technical issues and route them to higher-tier teams when needed.
- Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
- Knowledge Management: 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.
Apply Today
Interested in leading a top-tier service desk team in Fareham? Apply now with your updated CV!
IT Service Desk Team Leader in London 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.
