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# IT Service Desk Team Leader

- **Company:** Randstad UK
- **Location:** Portchester, UK
- **Experience:** Expert
- **Salary:** £40,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, TCP/IP
- **Published:** August 28, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5858153271

## About the Role

* 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.

## Description

* 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.


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