Service Desk Team Leader in Ruthvenfield - CV-Library

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