Service Desk Lead

Are you a Service Desk looking for an opportunity to lead a team, drive service improvements, and work in a fast-paced, customer-focused environment?

Service Desk Lead

Gateshead (Hybrid)

£27,000 - £32,000

My client, a nationwide workplace technology provider, is looking for a Service Desk Lead to oversee the daily operations of their IT and telecoms helpdesk. This is a key role in ensuring efficient incident management, high customer satisfaction, and continuous service improvement.

Daily Duties:

1. Leading & mentoring a team of service desk technicians.
2. Ensuring service levels (SLAs) are met, with a focus on quick response times.
3. Monitoring helpdesk performance, and identifying areas for improvement.
4. Managing incident resolution and escalating complex issues when necessary.
5. Developing and maintaining a knowledge base for common issues.
6. Providing regular reports on service desk metrics and trends.
7. Liaising with key stakeholders and ensuring a high level of customer service.

Role Requirements:

1. Proven experience leading a Service Desk or IT Support Team.
2. Ability to manage workloads, prioritise issues, and improve service delivery.
3. Strong customer service and stakeholder management skills.
4. A background in IT support is ideal but not essential - leadership experience is the priority.
5. ITIL certification is desirable but not required.

Company Benefits:

1. Career progression & development opportunities.
2. 23 days' holiday + bank holidays (rising to 28 days after 5 years).
3. Healthcare cash plan (covering opticians, dentists, etc.).
4. Pension scheme & death in service benefit.
5. Employee perks & discount platform.
6. Cycle-to-work scheme.
7. Volunteer days & referral bonuses.
8. Enhanced maternity & paternity scheme.

This is a fantastic opportunity to step into a leadership role within a growing, technology-driven company. If you're ready to take on a high-impact role where you can make a difference, get in touch today!

For further information or any queries, please contact me at 0191. 249. 3639 or via email at Darcey.obyrne@intechnologygroup.com.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.