Service Desk Leadership Position
4 days ago
The Service Desk Team Leader plays a pivotal role in leading the IT service desk team, ensuring efficient and customer-centric support.
This position requires strategic and operational leadership to deliver exceptional results. The ideal candidate will possess strong leadership skills, experience in managing high-performing teams, and expertise in ITSM tools such as ServiceNow.
Key Responsibilities:- Provide strategic guidance to the IT service desk team
- Mentor and develop staff to foster a high-performing team culture
- Oversee incident and request resolution to meet service level targets
- Drive continuous improvement initiatives in service processes
- Collaborate with internal departments and external vendors to maintain service quality
- Proven ability to manage, lead, and develop high-performing teams
- Experience in successful project delivery of improved service processes
- Minimum of 3 years' experience in a Senior Team Lead or Team Leader role within an IT Service Desk
- Advanced understanding of Windows 10/11 and Microsoft 365 suite
- Knowledge of Active Directory, Entra ID, and Exchange
- Flexible work arrangements, including hybrid models
- Family Inclusive Workplace accreditation supporting balance, care, and flexibility
- Consistently exceed service level targets
- Align IT support with business objectives
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