Service Desk Team Leader

• Lead the day-to-day operation of the IT Service Desk, ensuring effective incident, request and problem management across all core IT systems, hardware and software
• Own and maintain the ITSM platform, including configuration, asset management, knowledge base administration and continual service improvement
• Ensure service requests and incidents are triaged, prioritised and resolved within agreed SLAs, delivering a high standard of customer service to colleagues across the business
• Manage onboarding and offboarding processes ("Starter, Mover, Leaver") ensuring timely delivery, security compliance and accurate access management
• Drive proactive problem management by identifying recurring issues, maintaining known error records and supporting smooth transition of changes and upgrades into business-as-usual support
• Produce and analyse SLA, KPI and service performance reports, using trend analysis to improve service delivery and resource prioritisation
• Build and maintain strong relationships with internal stakeholders and third-party suppliers, supporting governance reviews and ensuring contractual service standards are met
• Lead, coach and develop a team of IT Technicians, promoting a collaborative, customer-focused culture with accountability and continuous improvement at its core
• Work closely with technical and operational teams to support end-user computing standards, documentation, training and operational stability
• Deputise for the IT Service and Operations Manager and/or Service Delivery Manager when required, supporting operational leadership and service continuity

Do you have experience in TOGAF?, * Degree in a technology-related discipline or equivalent experience, with relevant professional certifications such as ITIL, TOGAF or Microsoft certifications

• Proven experience working within an IT Service Desk environment, with a strong understanding of SLA delivery, ITIL processes and Agile principles
• Good working knowledge of cyber security, data protection and compliance standards within enterprise IT environments
• Excellent communication, stakeholder management, analytical and organisational skills, with the ability to prioritise workloads, solve problems effectively and communicate technical concepts to non-technical audiences

Our client is unable to provide sponsorship for Tier 2 General Visas, therefore, only candidates eligible to work in the UK need apply.