Randstad Digital
Service Desk Team Lead
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Job Title: IT Service Desk Team Leader/Manager
Location: Fareham (4 days onsite)
Contract Length: 6 Months with potential extension
About the Role
We are seeking an IT Service Desk Team Leader to oversee the day-to-day operations of our client support team. Based in their Fareham office (working 4 days onsite), this role perfectly balances "hands-on" technical escalation with "hands-off" people management. You will be the driving force behind continuous service improvement, ensuring our users receive world-class technical assistance.
Key Responsibilities
- Team Supervision: Lead, mentor, and motivate a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and guiding professional development.
- Service Delivery: Act as the guardian of SLAs, ensuring all incidents and requests are accurately categorised, prioritised, and resolved within target timeframes.
- Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are swiftly routed to higher-tier teams.
- Quality Assurance: Conduct regular ticket audits and call monitoring to maintain an exceptional standard of customer service and technical accuracy.
- Reporting & Analysis: Generate weekly and monthly KPI reports to identify technical trends, recurring faults, or team training gaps.
- Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service.
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What We Are Looking For:
- Leadership Experience: Proven experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment.
- Technical Proficiency: Strong hands-on experience supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs).
- ITIL Framework: A solid understanding of ITIL foundation principles, specifically Incident, Request, and Problem Management.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to translate complex technical concepts for non-technical users.
- Problem-Solving: A logical, calm approach to troubleshooting, especially when under pressure during major service outages.
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If you are interested, then apply with a copy of your CV or send your CV to khushboo.pandey@randstad.co.uk.
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