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Service Desk Team Lead

  • Location:

    City of London

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    Mid-Level, IT Service Management

  • Salary:

    £40000 - £45000 per annum + bonus and benefits

  • Contact:

    Lewis Vyse

  • Contact email:

  • Job ref:


  • Published:

    9 days ago

  • Expiry date:


  • Startdate:


You'll be joining a globally recognised brand who provide services to 80% of the FTSE 100 businesses. Internal progression is a focus for them across IT, and this role comes to market due to a promotion.

With a team of 8 Service Desk Analysts, you will be coordinating major incidents for the business, whilst acting as an escalation point. Your team support c. 1000 users for all IT problems or requests.

Salary: up to £45,000 (inc. on call allowance)

Benefits: Bonus, 33 days holiday, private medical, training allowance & various discounts.

Location: Paddington (Hybrid)

Main Accountabilities

  • Responsible for managing, mentoring, and developing a team of first line service desk engineers, ensuring a high performing team

  • Providing both onsite and remote desktop support for staff and our offices

  • Management of resources ensuring adequate cover is maintained to run the 24x7 service

  • Coordinate and communicate service outages

  • Providing a first point of escalation for the team in respect of service/delivery issues

  • Making sure the team meets good service level targets and that they are dealing with technical incidents and IT service requests according to agreed standards and procedures

  • Deliver IT support for all starter, mover, and leaver requests, including managing the end user asset database

  • Analyse performance of the Service Desk activities and resolutions, identify problem areas, and devise and deliver solutions to continually improve the service provided

Main Requirements

  • Ability to coach team members and provide necessary training to improve skillsets

  • Exceptional Customer Service skills with a dependable customer service background. You must be passionate about providing high service levels and think of end users as customers

  • Experience in Incident and Problem management processes (ITIL certified is a bonus!)

  • Having broad technical IT knowledge and being able to guide colleagues in the best way of resolving a range of technical issues

Sound interesting? Please get in touch with

Every applicant will be responded to.

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