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IT Support Desk Team Leader (Yorkshire)

Syntax Consultancy Ltd

United Kingdom

On-site

GBP 30,000 - 39,000

Full time

23 days ago

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An established industry player is seeking an IT Support Desk Team Leader to oversee a dedicated team in North Yorkshire. This permanent role involves managing daily IT support operations, ensuring exceptional service delivery, and maintaining high customer satisfaction levels. You will be responsible for coordinating the team's activities, resolving incidents, and managing relationships with third-party suppliers. With a focus on service level agreements and operational excellence, this position offers a chance to lead a dynamic team while enjoying a competitive salary and benefits package. If you're passionate about IT support and team management, this is the perfect opportunity for you.

25 days holiday plus bank holidays

Pension

Life Insurance

Flexible working hours

Proven experience in IT support and team leadership.
Strong understanding of IT service management principles.

Manage day-to-day activities of the IT Service Desk team.
Ensure excellent end-user experience and customer satisfaction.
Coordinate and prioritize tasks for IT support operations.

IT Service Management

Customer Service

Incident Management

Team Leadership

SLA Management

Relevant IT Certification

Bachelor's Degree in IT or related field

Service Desk Software

IT Support Desk Team Leader
North Yorkshire
Permanent
GBP30k-39k (DOE)

IT Support Desk Team Leader needed for a permanent opportunity based near York (N Yorkshire). Start ideally in Spring 2025.

Managing the day-to-day activities of the IT Service Desk team which supports end user IT service requests and incident management.

Key Responsibilities:

A hands-on IT Support Desk Team Leader / Service Desk Manager needed to deliver excellent IT end-user experience and customer satisfaction.
Ensuring the team focuses on the top priorities and delivers to agreed SLAs / service levels.
Coordinating / prioritising key activities and tasks for the IT Service Support operations team.
Acting as the main point of contact for customers with IT incidents and service requests.
Resolving IT incidents to agreed SLAs, IT service levels and metrics including: resolution rates, response times and customer satisfaction.
Managing 3rd party suppliers and escalating serious or recurring IT service issues to the management team.
Maintaining a team shift rota to support the business inside/outside of agreed hours.

Salary/Benefits:

GBP30-GBP39k Salary (DOE) + 25 days holiday (plus BHs) + Pension + Life Insurance + More.

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