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 of £55,000, professional development, and a supportive work environment.
- Other info: 6-month contract with opportunities for growth and learning.
- Why this job: Make a real impact by leading a team and enhancing user experience.
- Qualifications: Proven leadership in IT support and strong technical knowledge.
The predicted salary is between 55000 - 55000 € per year.
Location: Fareham
Contract length: 6 months
Pay rate: £55,000 per annum
Role Purpose
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
Service Desk Lead in Fareham, Hampshire employer: Randstad
As a Service Desk Lead in Fareham, you will join a dynamic and supportive work environment that prioritises employee development and well-being. Our company fosters a culture of continuous improvement, offering opportunities for professional growth while ensuring a collaborative atmosphere where your leadership skills can shine. With competitive pay and a commitment to maintaining high service 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 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 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. We want to see how you can balance hands-on technical support with effective people management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Lead in Fareham, Hampshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Lead role. Highlight your leadership experience and technical skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of your past experiences in IT support and how you've led teams to success. We love a good story!
Show Off Your Technical Know-How:Don’t shy away from showcasing your technical expertise! Mention your proficiency in Windows/macOS, Microsoft 365, and any relevant ITIL knowledge. We’re looking for someone who can hit the ground running, so let us know what you’ve got!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
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 an IT support environment. Talk about your experience with managing rotas, conducting 1-to-1s, and driving professional development within your team.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling a major service outage or resolving a complex technical issue. Think through your problem-solving approach and how you would communicate with both your team and non-technical users.
✨Highlight Your Reporting Skills
Discuss your experience with generating and analysing performance reports. Be prepared to talk about how you've identified trends and implemented improvements based on your findings, as this will show your analytical skills and commitment to continuous improvement.
