Job Title: Service Desk Team Lead
Location: Worcestershire
Salary: £50,000 per annum + benefits
We are partnering with a fast-growing Managed Network Services Provider seeking an experienced Service Desk Team Lead to oversee and manage their service desk operations.
This is a fantastic opportunity to lead a technical support team, ensuring excellent service delivery across a range of client networks and IT systems.
Role Overview
As the Service Desk Team Lead, you will manage the daily operations of the service desk, providing leadership and guidance to a team of technical support engineers. You will act as an escalation point for complex technical issues, maintain service quality, and help drive continuous improvement initiatives.
Key Responsibilities
1. Lead, coach, and manage a team of service desk engineers to deliver first-class support.
2. Act as a technical escalation point for complex issues, particularly around Cisco routers, switches, firewalls, VPNs, and other networking equipment.
3. Monitor and maintain service levels (SLAs, KPIs) and ensure consistent, high-quality support.
4. Collaborate with clients and internal teams to resolve network and IT infrastructure issues efficiently.
5. Support configuration, deployment, and troubleshooting of client network environmen...