IT Service Desk Team Leader

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.

Requirements

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!

Randstad Technologies is acting as an Employment Business in relation to this vacancy