IT Service Desk Team Leader

is responsible for overseeing the day-to-day operations of the support team. This role ensures that high-quality technical assistance is provided to all users while maintaining agreed service levels. You will balance "hands-on" technical escalation with "hands-off" people management, driving continuous improvement across the service desk.

Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development.

Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target time frames.

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/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps.

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

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 (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.