Service Desk Lead

Service Desk Lead
Location: Whickham, Newcastle upon Tyne - (4 days in the office + 1 day WFH)
Salary: up to £32,000

Are you an experienced IT Service Desk professional with a passion for customer service and the ability to lead or mentor others? This is a fantastic opportunity to join a high-performing IT support team in a Leadership role, ensuring seamless IT and Telco service operations.

Key Responsibilities

1. Lead, mentor, and develop the support team to deliver top-tier service
2. Ensure timely resolution of issues and maintain SLAs
3. Identify and implement process enhancements to improve customer satisfaction
4. Handle any relevant escalations directly
5. Oversee any incidents from report to resolution

Requirements

1. Commercial Managed Services / MSP experience
2. Proven IT support background, ideally covering Software, Infrastructure, and Telco
3. The ability to lead or mentor others - prior commercial team leadership experience isn't essential
4. Understanding of ITIL principles and service management tools (e.g., ServiceNow, Jira, ConnectWise)
5. Excellent communication and problem-solving skills

What's in it for you?

1. Career growth and development opportunities - for example; enrolment in a Management course
2. Perks, discounts, healthcare cash plan & more

Please apply to this advert or email your CV direct to

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.