IT Service Desk Team Leader

Location: Fareham

Contract: Up to 6 months

Role: IT Support / Service Delivery

We are looking for an experienced IT Service Desk Team Leader to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.

• Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts.

• SLA Guardian: Ensure incidents and requests are resolved quickly within agreed time frames.

• Escalations: Handle complex technical issues and route them to higher-tier teams when needed.

• Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.

• Knowledge Management: Maintain the Knowledge Base to improve first-line resolution and self-service options.

• Proven experience in a Team...