Randstad Digital
Information Technology Service Desk Team Lead
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IT Service Desk Team Leader
Location: Fareham
Contract: Up to 6 months
Role: IT Support / Service Delivery
About the Role
We are looking for an experienced IT Service Desk Team Leader to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.
Key Responsibilities
- Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts.
- SLA Guardian: Ensure incidents and requests are resolved quickly within agreed timeframes.
- Escalations: Handle complex technical issues and route them to higher-tier teams when needed.
- Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
- Knowledge Management: Maintain the Knowledge Base to improve first-line resolution and self-service options.
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Requirements
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- Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.
- Strong technical skills in Windows/macOS, Microsoft 365, Active Directory, and basic networking (VPNs, TCP/IP).
- Solid understanding of ITIL principles (Incident, Request, and Problem Management).
- Excellent communication and logical problem-solving skills under pressure.
Apply Today
Interested in leading a top-tier service desk team in Fareham? Apply now with your updated CV!
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