IT Service Desk Team Leader

In this role, I will oversee the day-to-day operations of the support desk, ensuring that SLAs are met and that tickets are handled with care by monitoring the ticket queue and escalating issues as needed. I will inspire, mentor, and manage our first-line support technicians, creating a positive and productive work environment. I will also monitor and report on failovers to determine their causes and implement solutions. Identifying areas for improvement in workflows and processes will be part of my responsibilities, as I support the designing and implementing of changes to boost efficiency and quality. Ensuring our clients receive exceptional service by quickly and efficiently resolving their IT issues is paramount, and I will step in personally when issues need extra attention. Additionally, I will play a key role in hiring the right talent to ensure our team is set up for success. Delivering training sessions on new products, tools, and processes to keep the team informed and performing at their best will also be part of my duties. I will take part in a management on-call rota for first-line related HR matters outside of office hours and manage the team rota, including handling sickness and holidays.