IT Service Desk Team Leader

• Lead a team of four 1st and 2nd line Service Desk analysts day to day
• Own workload allocation and escalations
• Make sure incidents get resolved within SLA
• Get hands-on with tickets when the team needs bolstering
• Build out incident, problem, and request management processes
• Act as the escalation point for complex or high-priority issues
• Report service desk performance to senior leadership in a clear, useful way

Technologies:

• Azure
• Support
• ITSM
• Microsoft 365
• Windows
• Office 365
• Cloud

More:

We are restructuring our IT function and creating a brand-new IT Service Desk Team Lead role from scratch. This is not a hands-off management position; we are looking for someone who wants to lead while staying technically involved. You will help shape how the team works, report directly into a newly appointed Director who is investing heavily in getting this right, and join a department that has been steadily expanding. The role is based in Hull and sits at the centre of our growth story.

• A few years experience in IT Service Desk or IT support, ideally with some team responsibility already
• Solid Service Desk management experience
• Comfortable with ITSM tools and ticketing systems
• Solid grounding in a Microsoft 365 / Azure / Windows environment
• Confident communicator with your team and senior leadership
• Comfortable being hands-on with the team while still owning the bigger picture
• Someone ready to take a step up; this could be your first lead role
• Experience deputising, mentoring informally, or covering for a lead when they are out is valued