Service Desk Team Lead

Overview

Exciting opportunity to lead the daily operations of a growing service desk, ensuring efficient and effective support services for end-users. This role involves supervising a team of service desk analysts, coordinating tasks, and providing technical guidance to ensure timely incident resolution and superior customer service.

Role Responsibilities

Responsibilities will include:

1. Leading and supervising a team of service desk analysts, providing coaching, mentoring, and performance feedback to support their professional development and success.
2. Coordinating and prioritising service desk activities, including incident management, request fulfilment, and problem resolution, to ensure timely response and resolution in accordance with service level agreements (SLAs).
3. Monitoring service desk performance metrics and KPIs.
4. Providing a hands-on role in a technical capacity, handling incidents, requests, and escalations. Expected to be at least 50% - 60%. Lead from the front attitude.
5. Ensuring compliance with IT policies, procedures, and standards, as well as industry regulations and best practices (ITIL, ISO, and others), to maintain a secure and compliant service desk environment.

Person Specification

You will have the following skills:

1. Proven experience in IT service desk or technical support role, with leadership or supervisory experience preferred. Certifications such as ITIL Foundation, SDI SDA and Team Lead, or CompTIA IT Operations Specialist.
2. Strong technical knowledge of desktop operating systems, productivity software, hardware components, and common IT technologies.
3. Familiarity with IT service management frameworks and practices, such as ITIL, ISO, and experience using service desk tools and incident tracking systems.
4. Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members, build rapport with customers, and resolve conflicts effectively.

Next Steps

Apply by contacting Ciaran Ahern.

Equal Opportunities

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age. We are Disability Confident and neurodiverse aware. If you have a disability, please tell us if there are any reasonable adjustments we can make to assist you in your application or with your recruitment process.