At a Glance
- Tasks: Lead a dynamic IT Service Desk team and ensure top-notch technical support.
- Company: Join a forward-thinking company in Fareham with a focus on innovation.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Exciting opportunity for growth in a fast-paced tech environment.
- Why this job: Make a real impact by enhancing service delivery and team performance.
- Qualifications: Proven leadership in IT support and strong technical knowledge required.
The predicted salary is between 55000 - 55000 € per year.
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.
- Problem-Solving: A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.
Locations
Senior Service Desk Lead in Fareham, Hampshire employer: Randstad
As a Senior Service Desk Lead in Fareham, you will join a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a culture of collaboration and continuous improvement, offering competitive pay and the opportunity to lead a dedicated team while enhancing your technical and leadership skills. With a focus on quality service delivery and a commitment to maintaining high standards, we provide a rewarding experience for those looking to make a meaningful impact in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Lead in Fareham, Hampshire
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Service Desk Lead role.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and technical scenarios. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've managed teams and improved service delivery in past roles. We want to see how you can bring that experience to our Service Desk!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior Service Desk Lead in Fareham, Hampshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and technical knowledge, especially around ITIL principles and support environments.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Senior Service Desk Lead role. Share specific examples of how you've led teams and improved service delivery in previous positions.
Showcase Your Communication Skills:Since communication is key in this role, ensure your written application is clear and concise. Avoid jargon where possible and demonstrate your ability to explain technical concepts simply.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Randstad
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows/macOS environments and Microsoft 365. Be ready to discuss how you've handled technical escalations in the past and demonstrate your understanding of ITIL principles.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in previous roles. Think about specific situations where you managed rotas, conducted 1-to-1s, or facilitated professional development. This will show that you're not just technically savvy but also a great people manager.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. You might be asked to describe how you would handle a technical issue with a non-technical user, so being able to communicate effectively is key. Remember, clarity is crucial!
✨Be Data-Driven
Familiarise yourself with generating and analysing performance reports. Be prepared to discuss how you've used KPIs to identify trends and improve service delivery in your previous roles. This shows that you’re proactive and focused on continuous improvement.
