Service Desk Lead

Are you a Service Desk looking for an opportunity to lead a team, drive service improvements, and work in a fast-paced, customer-focused environment?

Service Desk Lead

Gateshead (Hybrid)

My client, a nationwide workplace technology provider, is looking for a Service Desk Lead to oversee the daily operations of their IT and telecoms helpdesk. This is a key role in ensuring efficient incident management, high customer satisfaction, and continuous service improvement.

Daily Duties:

• Leading & mentoring a team of service desk technicians.
• Ensuring service levels (SLAs) are met, with a focus on quick response times.
• Monitoring helpdesk performance, and identifying areas for improvement.
• Managing incident resolution and escalating complex issues when necessary.
• Developing and maintaining a knowledge base for common issues.
• Providing regular reports on service desk metrics and trends.
• Liaising with key stakeholders and ensuring a high level of customer service.

Role Requirements:

• Proven experience leading a Service Desk or IT Support Team.
• Ability to manage workloads, prioritise issues, and improve service delivery.
• Strong customer service and stakeholder management skills.
• A background in IT support is ideal but not essential – leadership experience is the priority.
• ITIL certification is desirable but not required.

Company Benefits:

• 23 days\’ holiday + bank holidays (rising to 28 days after 5 years)
• Employee perks & discount platform
• Enhanced maternity & paternity scheme

This is a fantastic opportunity to step into a leadership role within a growing, technology-driven company. If you\’re ready to take on a high-impact role where you can make a difference, get in touch today!

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