Job Description
Role: Service Desk Team Lead
Location: Leicester (Hybrid)
Salary: Up to £42,500
Are you an experienced IT professional with a passion for service delivery and leadership? We’re looking for a Service Desk Team Lead to oversee daily IT support operations, ensuring exceptional customer service and efficient issue resolution. This role is ideal for a technically skilled individual with experience in Microsoft and Cisco technologies who also thrives in a leadership position.
About the Role
You’ll be responsible for managing service desk performance, overseeing escalations, and providing guidance to the support team. You'll work to enhance service quality, streamline operations, and maintain high service level standards.
Key Responsibilities
1. Service Management: Ensure all inbound support requests via phone, email, live chat, and ticketing systems are handled within agreed SLAs.
2. Technical Leadership: Provide expert guidance on Microsoft technologies, including Azure, Active Directory, Intune, and Microsoft 365, while also supporting Cisco networking solutions.
3. Incident & Escalation Handling: Take charge of major incidents, coordinating teams, managing communications, and ensuring efficient resolution.
4. Team Sup...