The ITSM Helpdesk Lead is responsible for overseeing the day-to-day operations of the IT helpdesk team, ensuring efficient and high-quality service delivery to end-users. This role involves handling incident resolution, service requests, and ensuring alignment to ITSM standard processes. The Helpdesk Lead will act as a key liaison between IT teams, suppliers, and business partners, driving continuous improvement and maintaining service excellence. Team Leadership: Implement the strategy of the squad, and work closely with the squad lead to ensure that priorities are aligned Supervise and mentor helpdesk staff, ensuring they have the necessary skills and resources to perform effectively. Assign tasks, monitor performance, and provide regular feedback to team members. Foster a collaborative and customer-focused team environment that encompasses trust and respect throughout. Incident and Request Management: Oversee the resolution of incidents and service requests, ensuring timely and accurate responses. Monitor ticket queues and prioritise tasks based on importance and impact. Ensure compliance with Service Level Agreements (SLAs). Process Improvement: Identify areas for improvement in helpdesk processes and implement changes to enhance efficiency and service quality. Collaborate with other IT teams to streamline workflows and improve overall service delivery. Reporting and Analytics: Generate and analyse reports on helpdesk performance, including metrics such as response times, resolution rates, and customer satisfaction and present findings to squad lead and chapter lead if appropriate whilst recommending strategies for improvement. Stakeholder Engagement: Act as the main point of contact for escalations and complex issues and build strong relationships with business partners to understand their needs and ensure alignment with IT services. Knowledge Management: Maintain and update the knowledge base to ensure accurate and accessible information for both helpdesk staff and end-users. Promote the use of self-service tools and resources. Training and Development: Organise training sessions for helpdesk staff to keep them updated on new technologies and processes. Support onboarding of new team members. Demonstrable experience in IT Service Management and helpdesk operations. Strong leadership and team management skills. Excellent problem-solving and decision-making abilities. Familiarity with ITSM frameworks, with ITILv4 foundation certification as a must have Proficiency in helpdesk tools and ITSM platforms with familiarity in JIRA Enterprise Exceptional communication and interpersonal skills. Ability to work under stress and manage multiple priorities. Experience with Major Incident Management & Problem Management. Understanding of performance metrics and reporting tools. LI-AF2 LI-Hybrid