Job Role: IT Service Desk Lead
Location: Barrow In Furness, Cumbria
Salary: £35,000 PA + Benefits
About the Role: Technology & Risk Recruitment (TRR) is supporting our client in their search for an experienced IT Service Desk Lead. This is a fantastic opportunity to lead a service desk team in a busy head office environment, delivering excellent IT support to internal users and the branch network.
Key Responsibilities:
* Lead and manage the Service Desk team, ensuring first-class customer service and achievement of SLA targets.
* Plan and provide deskside support for Head Office and branch users.
* Serve as the first point of contact for technical assistance via phone or email.
* Troubleshoot, diagnose, and resolve hardware and software issues efficiently.
* Escalate unresolved issues to the next level of support and follow up to ensure resolution.
* Maintain technical documentation and produce management information to track performance.
* Contribute to the identification and mitigation of IT risks and compliance with policies, procedures, and regulatory requirements.
Skills & Experience:
* Experience in IT support/customer service roles, ideally in an IT environment.
* Strong knowledge of Microsoft software (Windows, Outlook, Office).
* Experience with desktop/laptop hardware, printers, peripherals, and general networking concepts.
* Basic understanding of IT security concepts (anti-virus, firewalls, patching) is desirable.
* Knowledge of Microsoft Cloud technologies such as Azure and MS SQL is desirable but not essential.
* Excellent customer service, communication, and prioritisation skills.
* Self-motivated, solution-focused, and attention to detail.
* Full driving license and willingness to travel occasionally to branch locations.
This is a great opportunity for someone looking to develop their IT leadership skills while making a real impact on a busy IT team.