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Service Desk Team Lead

Job Location: Bristol  |  Hybrid
Salary & Benefits: Up to £37k + 5% bonus and bens
Are you a senior level IT support professional looking to take a step up?

We are looking for an experienced IT Service Desk Team Lead committed to delivering high levels of service excellence.

The role.

Reporting to the IT Operations Manager, the role of the IT Service Desk Team Lead will include the supervision of the IT Support teams and day-to-day service management.  You will have primary responsibility for ensuring that the service provided by the team hits the agreed targets.

A stickler for best practice, you’ll ensure all processes, procedures, and guidelines are best in class and are in line with the agreed Key Performance Indicators.

As IT Service Desk Team Lead your main responsibilities will be to

  • Line manage the activities of support staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.
  • Develop and encourage effective communications processes between the central support staff and the local IT service staff.
  • Develop good working relationships with the partners, local staff, global IT teams and additional IT Support Managers.
  • Ensure standards, policies and procedures are developed, maintained, communicated and followed within the region.
  • Handle the Major Incident Process.
  • Become Major Incident Manager in the Severity 1 or 2 incidents following strict specific process. You will be responsible for communication to all stakeholder including senior management and the Firm.
  • Monitor and manage the call, e-mail and self-service traffic including active participation in the handling of support calls where necessary.
  • Identify and communicate common issues and problems to the appropriate contact in IT and the practice.
  • Answer and monitor queries and enquiries from IT Support and other departments within IT.
  • Handle all escalated complaints, whilst managing relationships with external suppliers.
  • Providing support and development to the team through regular performance reviews using reports on the performance of the team against service levels and Key Performance Indicators.
  • Identifying and closing performance gaps, analysing trends and management of performance of the team and individuals.
  • Delegation of key tasks and responsibilities to appropriate members of the team when required.
  • Monitor and measure contact quality to ensure a high level of customer service is achieved.

About you.

Our client would prefer if you were educated to a degree level or hold an equivalent qualification.

In addition, the IT service desk team lead will have

  • Previous experience in leading an IT service desk or Senior Helpdesk experience.
  • Ideally, at least 3+ years of technical IT support experience.
  • Ideally experience of working in a service-orientated company working towards KPIs and SLAs.
  • Experience Service Now or other call logging systems.
  • Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, you will have experience working in an ‘on-call’ environment to provide support to the first and second-line teams for priority incidents.
  • Willingness to undertake occasional international travel, if required, to support business needs.

The job of Service Desk Team Lead can be undertaken within a hybrid working model from our client’s Bristol office

Ignite Digital Talent are committed to creating equal opportunities, and welcome job applications from all who are qualified and eligible to working in the UK, regardless of colour, ethnic or national origin, race, gender, sex, disability, age, sexual orientation, religious or political beliefs, marital status, or family circumstances.

Service Desk Team Lead

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