Service Desk Team Lead/ Supervisor
Our client is seeking a Helpdesk/ ServiceDesk team Lead/ Supervisor to lead an expanding IT support team delivering front-line assistance to a large user base. This role will suit someone with strong leadership capability, hands‑on technical knowledge, and a passion for excellent customer service. You will ensure high service standards, coach junior analysts, and oversee daily operations of the helpdesk.
Key Responsibilities
Supervise Level 1 and Level 2 support teams, providing coaching and performance management.
Ensure incident SLAs are met and escape high‑priority issues appropriately.
Oversee daily ticket queue management and workload distribution.
Support onboarding activities including device setup and user provisioning.
Resolve complex support issues and act as the point of escalation.
Maintain documentation, knowledge base articles, and support procedures.
Collaborate with infrastructure and security teams to resolve recurring issues.
Produce monthly service performance and incident trend reports.
Contribute to continuous improvement of ITSM processes.
Required Experience
3+ years’ experience in IT support, including supervisory or senior analyst responsibilities.
Strong understanding of Active Directory, O365, endpoint devices, and networking basics.
Experience using ITSM tools such as ServiceNow or FreshService.
Strong communication and customer service skills.
Ability to lead and motivate technical teams.
Must have
Driving License required for ad hoc travel
Education
IT‑related certification or diploma preferred.
Benefits & Package
Competitive salary with healthcare, pension, and training support.
Hybrid work environment.
Excellent progression opportunities.
How to Apply
Please submit your CV for review.
Skills
Helpdesk
Technical Support
Servicedesk
Benefits
Pension
Bonus
Healthcare
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