IT Service Desk Team Leader
Randstad Digital
London
Job type
contract
Location
London, England
IT Service Desk Team Leader
Location:
Fareham Contract:
Up to 6 months Role:
IT Support / Service Delivery
About the Role
We are looking for an experienced
IT Service Desk Team Leader
to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.
Key Responsibilities
Team Supervision:
Lead, mentor, and schedule a team of Service Desk Analysts.
SLA Guardian:
Ensure incidents and requests are resolved quickly within agreed timeframes.
Escalations:
Handle complex technical issues and route them to higher-tier teams when needed.
Quality & Performance:
Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
Knowledge Management:
Maintain the Knowledge Base to improve first-line resolution and self-service options.
Requirements
Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.
Strong technical skills in
Windows/macOS ,
Microsoft 365 ,
Active Directory , and basic networking (VPNs, TCP/IP).
Solid understanding of
ITIL principles
(Incident, Request, and Problem Management).
Excellent communication and logical problem-solving skills under pressure.
Apply Today
Interested in leading a top-tier service desk team in Fareham?
Apply now with your updated CV! Randstad Technologies is acting as an Employment Business in relation to this vacancy.
TPBN1_UKTJ
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Location:
Fareham Contract:
Up to 6 months Role:
IT Support / Service Delivery
About the Role
We are looking for an experienced
IT Service Desk Team Leader
to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.
Key Responsibilities
Team Supervision:
Lead, mentor, and schedule a team of Service Desk Analysts.
SLA Guardian:
Ensure incidents and requests are resolved quickly within agreed timeframes.
Escalations:
Handle complex technical issues and route them to higher-tier teams when needed.
Quality & Performance:
Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
Knowledge Management:
Maintain the Knowledge Base to improve first-line resolution and self-service options.
Requirements
Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.
Strong technical skills in
Windows/macOS ,
Microsoft 365 ,
Active Directory , and basic networking (VPNs, TCP/IP).
Solid understanding of
ITIL principles
(Incident, Request, and Problem Management).
Excellent communication and logical problem-solving skills under pressure.
Apply Today
Interested in leading a top-tier service desk team in Fareham?
Apply now with your updated CV! Randstad Technologies is acting as an Employment Business in relation to this vacancy.
TPBN1_UKTJ