IT Service Desk Team Leader | Permanent | Salary - up to £37,000 are looking for an experienced Service Desk Team Leader. You will support and supervise our first line it engineers providing industry leading it support to our clients. Supporting the team with learning and development as well as being an escalation point for tickets. Responsibilities: • Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care. • Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment. • Monitoring and reporting on failovers to find out what/why they have happened - and fix. • Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality. • Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention. • Play a key role in hiring the right talent to join the team, ensuring we’re set up for success with the best people onboard. • Deliver training sessions on new products, tools, and processes to keep the team up-to-date a...