Service Desk Lead
Department: Technology
Employment Type: Permanent
Location: Newcastle Upon Tyne
Description
RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely and efficiently. We’re looking for an experienced IT Service Desk Lead to oversee our service desk operations and mentor a team of engineers, ensuring exceptional IT support delivery across the business.
As an IT Service Desk Lead, you will be responsible for leading the day-to-day operations of the IT Service Desk, acting as a senior technical escalation point and ensuring high-quality support experience for end users. This role combines hands-on technical support with team leadership, process improvement and service management responsibilities.
Key Responsibilities
* Supervise and mentor the IT Service Desk team
* Assign and priortise tickets, monitor workload distribution and ensure SLAs and KPIs are consistently met
* Conduct regular 1:1s, performance reviews and support the professional development of team members
* Act as a senior escalation point for complex technical issues, working hands-on to resolve high priority incidents
* Provide advances troubleshooting across Windows OS, Microsoft 365 and Active Directory
* Monitor service desk metrics and generate reports on performance, trends and service improvements
* Maintain and improve ITSM tools, workflows and ticketing processes (ServiceNow, Freshservice, etc).
* Collaborate with the wider IT team on projects, system upgrades, security initiatives and infrastructure rollouts
* Identify opportunities for automation, efficiency improvements and technology enhancements
Skills, Knowledge & Expertise
* Experience in a senior or team leader role
* Strong technical knowledge of Windows OS, Microsoft 365 and Active Directory
* Sound understanding of networking basics (DNS, DHCP, VPN, TCP/IP)
* Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)
* Proven experience leading and mentoring support teams
* Stakeholder management skills
* Strong problem-solving mindset and ability to handle pressure calmly and effectively
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