Job Title: Service Desk Team Lead
The Opportunity
This role involves overseeing the daily operations of a busy service desk, leading a team to deliver high-quality technical support and drive service improvements. The position is hybrid, based in Leicester, offering a collaborative environment and the opportunity to impact service delivery standards positively.
Key Benefits:
* Join a forward-thinking organization leading in the automotive retail industry.
* Work within a dynamic and collaborative IT team.
* Competitive salary and benefits.
* Opportunities for career development within a growing business.
Key Responsibilities:
* Service Management: Manage all support requests efficiently, ensuring adherence to SLA targets.
* Technical Leadership: Provide expertise in Microsoft environments (Azure, Active Directory, Intune, Microsoft 365) and support Cisco networking.
* Incident & Escalation: Own critical incidents, lead resolution efforts, and communicate effectively.
* Team Leadership: Support and develop 1st and 2nd Line Support teams through mentoring and training.
* Performance Oversight: Monitor ticket progress and service quality.
* Workload Coordination: Manage daily operations, allocate resources, and plan rotas, including occasional weekend cover.
* Service Improvement: Identify process enhancement opportunities and support the rollout of new technologies.
* Documentation & Training: Contribute to internal documentation and team training; support wider IT projects as needed.
Key Requirements:
* Extensive experience in technical IT support, especially in Microsoft environments.
* Solid knowledge of Cisco networking (switches, firewalls, VPNs).
* Experience leading or mentoring IT support teams.
* Proven ability to meet SLAs and maintain high service desk performance.
* Strong communication skills, with experience managing incidents and stakeholders.
* Adaptability in a fast-paced, evolving environment.
* ITIL knowledge is advantageous but not essential.
If you are a proactive leader who thrives in a service-driven environment and enjoys technical challenges, this role could be the next step in your career.
Interested in learning more? Contact us to discuss or apply today.
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