Job Description
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
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
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