Job Description
Job Title: Service Desk Team Leader
Location: Perth (Hybrid Working)
Salary: Up to £37,000
My Client has just released an exciting opportunity for a Service Desk Team Leader to join a dynamic and innovative organisation based in Perth, working on a hybrid basis.
As the Service Desk Team Leader, you will oversee a team of skilled service desk analysts, ensuring the delivery of high-quality IT support to end-users. You ll play a pivotal role in driving the team s performance, fostering a culture of excellence, and ensuring the smooth operation of the service desk function.
Key Responsibilities
- Lead, mentor, and develop a team of service desk analysts to achieve performance targets and deliver exceptional service.
- Monitor and manage service desk workflows, ensuring SLAs and KPIs are met.
- Act as an escalation point for complex technical issues, providing hands-on support where necessary.
- Collaborate with other IT teams to resolve incidents and implement process improvements.
- Prepare and deliver regular performance reports to senior management.
- Champion best practices and promote a customer-focused approach across the team.
About You You ll be a confident leader with a strong technical background and excellent interpersonal skills. Your proactive approach and ability to inspire a team will be key to your success in this role.
Essential Skills and Experience
- Proven experience in a service desk or IT support role, with leadership or supervisory responsibilities.
- A good understanding of ITIL frameworks and incident management processes in addition to a ITIL qualification (preferred) with experience in team leadership.
- Technical expertise in Windows, iOS, Android, Microsoft 365, Active Directory, and networking (TCP/IP, DNS, DHCP).
- Proactive and organised, with the ability to manage multiple tasks and deadlines.
- Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
- A passion for coaching and developing team members to reach their full potential.
What s on Offer?
- Competitive salary of up to £37,000.
- Hybrid working model, offering flexibility and work-life balance.
- Opportunities for professional development and training.
- A supportive and collaborative team culture.
Recruiter: Callum Thompson
