Job Role: IT Service Desk Lead
About the Role: Technology & Risk Recruitment (TRR) is supporting our client in their search for an experienced IT Service Desk Lead. This is a fantastic opportunity to lead a service desk team in a busy head office environment, delivering excellent IT support to internal users and the branch network.
Lead and manage the Service Desk team, ensuring first-class customer service and achievement of SLA targets.
Plan and provide deskside support for Head Office and branch users.
Serve as the first point of contact for technical assistance via phone or email.
Troubleshoot, diagnose, and resolve hardware and software issues efficiently.
Escalate unresolved issues to the next level of support and follow up to ensure resolution.
Maintain technical documentation and produce management information to track performance.
Contribute to the identification and mitigation of IT risks and compliance with policies, procedures, and regulatory requirements.
Experience in IT support/customer service roles, ideally in an IT environment.
Strong knowledge of Microsoft software (Windows, Outlook, Office).
Experience with desktop/laptop hardware, printers, peripherals, and general networking concepts.
Basic understanding of IT security concepts (anti-virus, firewalls, patching) is desirable.
Knowledge of Microsoft Cloud technologies such as Azure and MS SQL is desirable but not essential.
Excellent customer service, communication, and prioritisation skills.
Full driving license and willingness to travel occasionally to branch locations. This is a great opportunity for someone looking to develop their IT leadership skills while making a real impact on a busy IT team.