IT Service Desk Team Leader

• Oversee the day-to-day operations of our support team and ensure high-quality technical assistance is provided to all users.
• Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development.
• Act as the guardian of our SLAs, ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes.
• Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams.
• Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy.
• Generate and analyse weekly and monthly performance reports to identify trends such as recurring technical faults or training gaps.
• Maintain and expand our Service Desk Knowledge Base to empower analysts and promote end-user self-service.
• Drive continuous improvement across our service desk.

Technologies:

• Active Directory
• Support
• ITIL
• macOS
• Microsoft 365
• TCP/IP
• Windows
• Office 365, We are recruiting for an IT Service Desk Team Leader based in Portsmouth on a contract of up to 6 months, with a pay rate equivalent to £40,000 per annum. In this role, we combine hands-on technical escalation with hands-off people management to support service quality and continuous improvement across our service desk.

• Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
• Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
• A solid understanding of ITIL foundation principles, including Incident, Request, and Problem Management.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages.