At a Glance
- Tasks: Lead a dynamic team, ensuring top-notch IT support and continuous service improvement.
- Company: Join a forward-thinking company in Fareham with a focus on innovation and teamwork.
- Benefits: Competitive pay, professional growth opportunities, and a supportive work environment.
- Other info: Enjoy a collaborative atmosphere with potential for career advancement.
- Why this job: Make a real impact by leading a team that delivers world-class technical assistance.
- Qualifications: Experience in IT support leadership and strong technical skills in Windows/macOS and Microsoft 365.
The predicted salary is between 40000 - 40000 £ per year.
Location: Fareham (4 days onsite)
Contract Length: 6 Months with potential extension
About the Role
We are seeking an IT Service Desk Team Leader to oversee the day-to-day operations of our client support team. Based in their Fareham office (working 4 days onsite), this role perfectly balances "hands-on" technical escalation with "hands-off" people management. You will be the driving force behind continuous service improvement, ensuring our users receive world-class technical assistance.
Key Responsibilities
- Team Supervision: Lead, mentor, and motivate a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and guiding professional development.
- Service Delivery: Act as the guardian of SLAs, ensuring all incidents and requests are accurately 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 swiftly routed to higher-tier teams.
- Quality Assurance: Conduct regular ticket audits and call monitoring to maintain an exceptional standard of customer service and technical accuracy.
- Reporting & Analysis: Generate weekly and monthly KPI reports to identify technical trends, recurring faults, or team training gaps.
- Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.
What We Are Looking For:
- Leadership Experience: Proven experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
- Technical Proficiency: Strong hands-on experience supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
- ITIL Framework: A solid understanding of ITIL foundation principles, specifically Incident, Request, and Problem Management.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to translate complex technical concepts for non-technical users.
- Problem-Solving: A logical, calm approach to troubleshooting, especially when under pressure during major service outages.
If you are interested then apply with a copy of your CV or send your CV to khushboo.pandey@randstad.co.uk
Service Desk Team Lead in Southampton 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.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Southampton
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Randstad Digital.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Randstad Digital. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Team Lead in Southampton
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Randstad Digital.
How to prepare for a job interview at Randstad Digital
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Randstad Digital's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Randstad Digital offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
