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# it service desk team leader.

- **Company:** Randstad UK
- **Location:** Portsmouth, UK
- **Experience:** Expert
- **Salary:** £40,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Virtual Private Networks (VPN), Knowledge Management, Networking Basics, TCP/IP
- **Published:** August 26, 2026
- **Apply:** https://www.randstad.co.uk/jobs/it-service-desk-team-leader_portsmouth_47250139/

## About the Role

* 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.

## Description

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., * 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.


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