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Service Desk Team Leader

Posted: 11/12/24
Recruiter:IMT Resourcing Solutions
Reference:2864681138
Type:Permanent
Disciplines: Support
Salary:£34,000 - £37,000 Annual
Location:Ruthvenfield, Perth & Kinross
Description: Job Title: Service Desk Team Leader
Location: Perth (Hybrid Working)
Salary: Up to £37,000

My Client has just released an exciting opportunity for a Service Desk Team Leader to join a dynamic and innovative organisation based in Perth, working on a hybrid basis.

As the Service Desk Team Leader, you will oversee a team of skilled service desk analysts, ensuring the delivery of high-quality IT support to end-users. You ll play a pivotal role in driving the team s performance, fostering a culture of excellence, and ensuring the smooth operation of the service desk function.

Key Responsibilities
  • Lead, mentor, and develop a team of service desk analysts to achieve performance targets and deliver exceptional service.
  • Monitor and manage service desk workflows, ensuring SLAs and KPIs are met.
  • Act as an escalation point for complex technical issues, providing hands-on support where necessary.
  • Collaborate with other IT teams to resolve incidents and implement process improvements.
  • Prepare and deliver regular performance reports to senior management.
  • Champion best practices and promote a customer-focused approach across the team.
About You You ll be a confident leader with a strong technical background and excellent interpersonal skills. Your proactive approach and ability to inspire a team will be key to your success in this role.

Essential Skills and Experience
  • Proven experience in a service desk or IT support role, with leadership or supervisory responsibilities.
  • A good understanding of ITIL frameworks and incident management processes in addition to a ITIL qualification (preferred) with experience in team leadership.
  • Technical expertise in Windows, iOS, Android, Microsoft 365, Active Directory, and networking (TCP/IP, DNS, DHCP).
  • Proactive and organised, with the ability to manage multiple tasks and deadlines.
  • Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
  • A passion for coaching and developing team members to reach their full potential.
What s on Offer?
  • Competitive salary of up to £37,000.
  • Hybrid working model, offering flexibility and work-life balance.
  • Opportunities for professional development and training.
  • A supportive and collaborative team culture.

Recruiter: Callum Thompson

Recruiting now

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