At a Glance
- Tasks: Lead a dynamic IT support team and ensure top-notch service delivery.
- Company: Join a global luxury beauty brand with a strong reputation.
- Benefits: Competitive salary, professional development, and a vibrant work culture.
- Other info: Opportunity for career growth in a fast-paced environment.
- Why this job: Make a real impact by enhancing user experience in a prestigious company.
- Qualifications: Leadership experience in IT support and strong technical knowledge required.
The predicted salary is between 35000 - 40000 £ per year.
The IT Service Desk Team Leader is responsible for overseeing the day-to-day operations of the support team on behalf of a household-name, global luxury beauty and retail brand. 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.
IT Service Desk Team Leader in Hampshire employer: Randstad Finance & Commercial
As an IT Service Desk Team Leader for a renowned global luxury beauty and retail brand in Fareham, you will thrive in a dynamic work culture that prioritises employee development and continuous improvement. The company offers competitive salaries, comprehensive training opportunities, and a supportive environment where your leadership skills can shine, making it an excellent employer for those seeking meaningful and rewarding careers in IT support.
Contact Details:
Randstad Finance & Commercial Recruitment Team
