IT Service Desk Team Leader

Job Title:

IT Service Desk Team Leader/Manager

Location:

Fareham (4 days onsite)
Contract Length: 6 Months with potential extension
Pay Rate: £40,000 per annum equivalent

About the Role

We are seeking an IT Service Desk Team Leader to oversee the day-to-day operations of our support team on behalf of a prestigious, global luxury beauty and retail brand. Based in our Fareham office (working 4 days onsite), this role perfectly balances "hands-on" technical escalation with "hands-off" people management. You will be the driving force behind continuous service improvement, ensuring our users receive world-class technical assistance.

Key Responsibilities

Team Supervision:
Lead, mentor, and motivate a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and guiding professional development.

Service Delivery:
Act as the guardian of SLAs, ensuring all incidents and requests are accurately categorised, prioritised, and resolved within target time frames.

Escalation Management:
Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are swiftly routed to higher-tier teams.

Quality Assurance:
Conduct regular ticket audits and call monitoring to maintain an exceptional standard of customer service and technical accuracy.

Reporting & Analysis:
Generate weekly and monthly KPI reports to identify technical trends, recurring faults, or team training gaps.

Knowledge Management:
Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.

What We Are Looking For :

Leadership

Experience:

Proven experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.

Technical Proficiency:
Strong hands-on experience supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).

ITIL Framework: A solid understanding of ITIL foundation principles, specifically Incident, Request, and Problem Management.

Communication

Skills:

Exceptional verbal and written communication skills, with the ability to translate complex technical concepts for non-technical users.

Problem-Solving: A logical, calm approach to troubleshooting, especially when under pressure during major service outages.

If you are interested then apply with a copy of your CV or send your CV to khushboo .pandey @randstad .co .uk

Randstad Technologies is acting as an Employment Business in relation to this vacancy