Service Desk Team Lead

We are pleased to be working with a company in the renewable energy space, seeking a service desk team lead to join their growing IT team. Key Duties Supervise, guide, and support a team of service desk technicians to ensure optimal performance. Conduct routine performance assessments and provide constructive feedback to team members. Design and implement training initiatives to enhance the expertise and capabilities of the support team. Oversee the everyday operations of the service desk, ensuring prompt and efficient resolution of user queries. Track service desk metrics and KPIs to ensure adherence to service level agreements (SLAs). Develop and maintain service desk procedures and workflows to ensure consistent, high-quality support. Maintain high levels of customer satisfaction by managing user expectations and offering timely updates on the status of issues. Resolve escalated user concerns and complaints efficiently. Cultivate and nurture strong relationships with key stakeholders and users. Identify opportunities for enhancement in service desk operations and implement strategies to increase efficiency and effectiveness. Develop and maintain a comprehensive knowledge repository of common issues and solutions. Stay informed of the latest industry developments and best practices in IT support and service management. Oversee the full lifecycle of incidents and problems, from initial reporting through to resolution and closure. Conduct root cause analysis for recurring issues and implement sustainable solutions. Work collaboratively with other IT teams and external partners to resolve complex technical challenges. Prepare and deliver regular reports on service desk performance, highlighting metrics and trends. Keep accurate and up-to-date records of service desk activities, including incident logs and user interactions. Ensure documentation is current and easily accessible to both the support team and end-users. Experience At least 5 years of experience in IT support, with a minimum of 2 years in a leadership or supervisory capacity. Proven track record in managing a service desk or IT support team. Strong knowledge of ITIL frameworks and service management best practices. Proficiency in using service management tools (e.g., ServiceNow, Jira Service Desk, ConnectWise). Solid understanding of IT infrastructure, including hardware, software, and network systems. If you are an experienced service desk candidate - please apply today

Location: Gateshead, GB

Posted Date: 2/2/2025