Overview
We are seeking an experienced IT Service Desk Team Lead to join our team, supporting a large public sector customer. The role is ideally suited to someone with a proven track record of leading IT service teams, delivering against KPIs and SLAs, and driving service improvements to ensure a first-class customer experience.
Location and Clearance
Location: Onsite - Bristol (Secure site)
Clearance: SC Cleared - Current and Active
Start: ASAP - Up to 6 months
Key Responsibilities
* Lead and manage a team of 5–7 engineers to deliver a high-quality, contractually compliant service
* Run daily team calls to ensure all issues are tracked and managed effectively
* Act as the main point of engagement with service managers and customer stakeholders
* Use reporting and performance data to identify trends and drive service improvements
* Forecast resource requirements and work with technical teams to ensure the right skills are in place
* Manage escalations, formal complaints, and dissatisfied users through to successful resolution
* Ensure adherence to all customer and company policies, processes, and compliance requirements
* Conduct operational one-to-ones and maintain high levels of team communication and engagement
Performance Indicators
* Achievement of SLAs and KPIs
* Positive user satisfaction scores
* High staff engagement and morale
* Effective issue resolution and service improvements
* Warranty credits achieved for vendor device repairs
What We Are Looking For
* Proven leadership and team management skills in an IT service delivery environment
* Strong customer service and stakeholder engagement skills
* Solid understanding of IT end-user services and support processes
* Knowledge of Windows, Microsoft Office, and ITIL principles (ITIL accreditation desirable)
* Organisational skills with the ability to forecast, plan, and drive performance
* Active SC Clearance is essential
This role offers the opportunity to play a key part in delivering high-quality IT services in a dynamic and fast-moving environment.
Seniority level
Seniority level: Not Applicable
Employment type
Employment type: Contract
Job function
Job function: Information Technology
Industries
Industries: Defense and Space Manufacturing, Airlines and Aviation, and Technology, Information and Media
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