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IT Service Desk Team Leader

Wednesbury

£40,000 to £50,000 + Benefits

Are you an experienced IT Service Desk Team Leader looking for your next challenge? We have an exciting opportunity for a passionate and motivated individual to lead a dedicated IT Service Desk team in a dynamic and fast-growing environment.

As the IT Service Desk Team Leader, you will oversee the day-to-day operations of our 10-person Service Desk team, providing Level 1 and 2 support. Your role will include leading and mentoring the team, managing workflows, and ensuring that service levels and performance targets are met. This position requires excellent communication skills, a hands-on approach, and the ability to manage complex technical environments.

Key Responsibilities:

Lead the IT Service Desk team to provide exceptional customer service.
Manage service requests, incidents, and problems, ensuring that the team exceeds service level agreements.
Act as an escalation point for major incidents and support issues.
Oversee team scheduling and ensure backup support is in place.
Train, coach, and mentor team members, supporting career development.
Manage IT service projects, ensuring smooth transition into the service desk.
Ensure adherence to cyber security policies and user access rights compliance.

Skills and Experience:

Proven experience in a similar role.
Strong knowledge of ITIL processes and the Microsoft environment (Windows Server, Active Directory, Azure, O365).
Experience in networking fundamentals (Cisco Switches/Routers, DNS, DHCP).
Excellent troubleshooting and problem-solving abilities.
Experience in managing IT projects and mentoring technical staff.
Knowledge of cloud technologies such as Azure and SaaS solutions.
Must hold a UK driving licence and be willing to travel between Wednesbury and Oxford.

Location:
Hybrid working model with 2 days per week in the office, offering flexibility and collaboration with the team.

Benefits:

Pension contribution up to 6%
Company profit share scheme
25 days annual leave + bank holidays
Life Assurance and Income Protection
Flexible working options

If this sounds like your next career move, click apply now to take the next step in joining our dynamic and innovative team