IT Service Desk Team Lead
Responsible for overseeing day‑to‑day operations of the IT Service Desk team, ensuring high‑quality technical support and customer service. Manages a team of IT Service Desk Analysts/Technicians, provides guidance, and serves as the escalation point for complex issues. Strong technical background, excellent leadership skills, and a passion for delivering outstanding customer service are required.
Key Objectives
Lead the front‑line service desk function to provide a proactive, efficient, and mature service to the organisation.
Dimensions
5 direct reports.
Key Results Areas
* Team Leadership: Manage and lead the IT Service Desk team, ensuring staff are motivated, trained, and performing to the highest standards.
* Service Delivery: Ensure service desk operations align with ITIL best practices and resolve incidents and service requests within agreed SLAs.
* Escalation Management: Act as an escalation point for more complex or critical technical issues, ensuring timely resolution and communication with stakeholders.
* Performance Monitoring: Track and report on team performance against KPIs and SLAs, implementing improvements where necessary.
* Process Improvement: Identify and implement opportunities to enhance service desk processes, procedures, and efficiency.
* Customer Satisfaction: Deliver a responsive, reliable, and effective service to end‑users.
* Promotion of Service Desk: Promote service desk activities across the organisation and develop knowledge‑base articles, key documentation, and self‑serve capabilities.
* Collaboration: Work closely with other IT teams, such as infrastructure and business systems, to ensure seamless service delivery.
* Asset Management: Create and maintain IT asset management inventories, policies, procedures, and best practices.
* Incident Management: Lead the team in managing and resolving incidents, performing root cause analysis and lessons learned.
* Reporting: Prepare and present regular reports on service desk performance, trends, and key metrics to senior IT management.
* Staff Development: Support professional development of team members through coaching, training, and performance reviews.
* Resource Management: Manage staffing levels, including rota planning and holiday management.
* Compliance and Security: Ensure all service desk activities comply with company policies, procedures, and IT security standards.
Required Skills and Knowledge
* Microsoft Windows
* Microsoft 365 (incl. Exchange Online, Teams, OneDrive & SharePoint)
* Large‑scale mobile management
* Microsoft Intune/Other device management tools
* Excellent understanding of ITIL best practices and IT service management tools.
* Ability to handle high‑pressure situations and make decisions quickly.
* Excellent problem‑solving skills and attention to detail.
* Strong communication skills, liaising effectively with stakeholders at all levels.
* Customer‑focused mindset with commitment to exceptional service.
* Experience in incident management and root cause analysis.
* Excellent understanding of data protection, GDPR, cybersecurity, and compliance requirements.
* Excellent documentation skills.
* Excellent organisational and time‑management skills.
* Ability to work as part of a team and independently.
* Excellent interpersonal communication skills.
* Excellent report writing & presentation skills.
* Ability to work with senior stakeholders.
* Awareness of project methodologies – Agile & Waterfall.
Values and Attitudes
* Takes personal responsibility and holds others to account.
* Is solution focused and has a “can do” attitude.
* Is able to inspire others with passion and enthusiasm.
* Demonstrates honesty, integrity, and embodies organisational values.
* Embraces change, viewing it as an opportunity to learn and develop.
* Accurate and methodical in approach to work.
Required Experience
* 5+ years of managing a service desk operation in a busy/multisite environment.
* Excellent understanding of ITIL best practices and extensive experience with IT service management tools (e.g., FreshService).
* Experience managing teams of service desk staff (minimum 5 individuals).
* Excellent experience of KPI & SLA management.
* Extensive experience managing multiple third‑party suppliers, regularly reviewing their service and performance.
* Demonstrable ability to lead and communicate with staff at all levels, including technical and non‑technical staff across multiple disciplines.
Qualifications & Training
* Formal training and advanced understanding of ITIL principles and practice.
* Professional certifications in IT service management.
* ITIL V4 Foundation.
* Full driving licence.
Working Conditions & Location
This role is home‑based and involves travel within the north‑west of England. Only residents of the north‑west are eligible to apply. Flexible working options are available, including a 9‑day fortnight or a 4.5‑day week.
Organisation
Alternative Futures Group (AFG) is a health and social care charity that provides specialist support for people with learning disability or mental health condition. With over 30 years of experience, AFG creates personalised, outcome‑focused plans to help people achieve their aspirations.
Benefits
AFG supports staff throughout their career, offering a wide range of employee benefits, career development and lifestyle support services to ensure you feel supported, fulfilled and valued from day one.
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