Service Desk Team Lead

IMT Resourcing Solutions
Job Title: Service Desk Team Lead
Location: Bristol
Salary: £38,000 – £42,000 per annum

About the Role:
My client is looking for a dynamic Service Desk Team Lead to join our team in Bristol. In this pivotal role, you’ll lead a team of dedicated IT support professionals, ensuring that they deliver exceptional service and support to our clients.
Key Responsibilities:

• Lead and mentor a team of service desk analysts, fostering a positive and collaborative work environment.
• Manage day-to-day operations of the service desk, ensuring timely and efficient resolution of support requests.
• Monitor and report on key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs).
• Act as an escalation point for complex or high-priority incidents, providing guidance and solutions.
• Develop and implement processes to improve service desk efficiency and customer satisfaction.
• Collaborate with other IT teams to ensure seamless service delivery and continuous improvement.

What We re Looking For:

• Proven experience in a similar IT support or service desk role, with at least 2 years in a leadership position.
• Strong understanding of ITIL principles and experience working within an ITIL framework.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Strong problem-solving skills and the ability to manage multiple tasks under pressure.
• Experience with service management tools and a good understanding of technical troubleshooting.

What We Offer:

• A competitive salary of £38,000 – £42,000 per annum.
• Opportunities for professional development and career progression.
• A supportive and inclusive work environment.
• Excellent benefits package, including pension contributions, health insurance, and more.

Recruiter: Callum Thompson