We are looking to recruit an IT Service Desk Team Lead to join our existing service team. The IT Service Desk Team Lead is responsible for supervising and supporting the day-to-day operations of the 1st Line Support team, ensuring the timely and effective resolution of technical issues and service requests. This role combines hands-on technical expertise with leadership responsibilities, driving the team to deliver excellent customer service and maintain operational efficiency. The Team Lead serves as the first escalation point for complex user issues and works closely with 2nd Line and Infrastructure teams to ensure seamless IT service delivery. KEY RESPONSIBILITIES: Lead, mentor, and support a team of 1st Line Support Analysts, fostering a positive and high-performance culture. Manage daily workloads, monitor ticket queues, and ensure appropriate coverage across shifts. Oversee the logging, categorization, and resolution of incidents and requests, ensuring SLA compliance. Act as the primary escalation point for unresolved or critical 1st Line issues. Monitor and manage ticket queues to ensure timely and consistent customer support. Maintain accurate and detailed documentation of all support interactions in the ITSM system. Ensure a customer-centric approach across the support team, promoting professionalism and empathy in all interactions. Gather feedback and identify opportunities to improve the end-user experience. Develop and refine standard operating procedures (SOPs) and user guides to improve consistency and efficiency. Analyse support trends and recurring issues to recommend process or technology improvements. Collaborate with 2nd Line, Infrastructure, and Application Support teams to improve knowledge sharing and issue resolution. Champion continuous improvement initiatives within the Service Desk. Experience & Technical Skills: Experience in IT 1st Line or Service Desk support. Experience in a senior, supervisory, or team lead role preferred. Strong knowledge of Windows operating systems, Microsoft 365, and common desktop applications. Experience with Active Directory, Exchange administration, and basic networking concepts. Familiarity with ITSM tools and ticketing systems. Basic understanding of ITIL processes (certification desirable). Soft Skills: Excellent leadership, communication, and interpersonal skills. Strong problem-solving and decision-making abilities. Ability to manage multiple priorities and work under pressure. Customer-focused mindset with a proactive approach to service improvement. Benefits: Company Pension Simply Health Benefit AIG Smart Health Bike-to-work Scheme Schedule: Monday to Friday 8:30am to 5pm Work Location: Office-based (BL6)