At a Glance
- Tasks: Lead a dynamic IT support team and ensure top-notch service delivery.
- 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: Opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real impact by enhancing user experience and driving continuous improvement.
- Qualifications: Leadership experience 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
Support Team Lead - ITIL, Service Management in Fareham, Hampshire employer: Randstad
As a leading employer in Fareham, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. With a strong focus on professional development, we offer numerous growth opportunities and support for continuous learning, ensuring that our team members thrive in their roles. Join us to be part of a dynamic environment where your contributions are valued, and you can make a meaningful impact in IT service management.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Lead - ITIL, Service Management in Fareham, Hampshire
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world, especially those who might know about openings at companies you're interested in. A friendly chat can sometimes lead to a referral, which is gold dust in the job market.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and service management. We recommend role-playing with a friend or using online resources to get comfortable discussing your experience with SLAs and technical escalations.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to share specific examples of how you've handled tricky situations in the past, especially when it comes to managing a team or resolving complex technical issues.
✨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 are proactive about their job search!
We think you need these skills to ace Support Team Lead - ITIL, Service Management 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 and service management.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Support Team Lead role. Share specific examples of how you've led teams and improved service delivery in previous roles.
Showcase Your Communication Skills:Since communication is key in this role, ensure your application is clear and concise. Use straightforward language to demonstrate your ability to explain technical concepts to non-technical users.
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 ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Be ready to discuss how you've applied these in previous roles, especially in incident and problem management. This will show that you understand the framework and can lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you managed rotas, conducted 1-to-1s, or facilitated professional development. Highlighting your leadership experience will demonstrate that you're ready to take on the responsibilities of a Team Lead.
✨Be Ready for Technical Scenarios
Expect to face some technical questions or scenarios during the interview. Brush up on your knowledge of Windows/macOS environments, Microsoft 365, and basic networking. Being able to troubleshoot on the spot will impress the interviewers and show your hands-on capability.
✨Communicate Clearly and Confidently
Since you'll be explaining technical concepts to non-technical users, practice articulating complex ideas in simple terms. During the interview, focus on clear communication and ensure you convey your thoughts confidently. This will reflect your ability to manage escalations and maintain high-quality service delivery.
