Service Desk Team Lead - Ashdown Group : Job Details

A growing business based in West London is seeking a technically adept and hands-on  IT Service Desk Team Lead to oversee the IT Helpdesk, ensuring efficient and effective IT support to all users globally.

You'll provide guidance and support to the Helpdesk Team to ensure high levels of performance, whilst developing and implementing policies, procedures, and best practices. From a technical standpoint you’ll manage escalations and complex technical issues, providing advanced troubleshooting and resolution where required.

From a managerial standpoint you’ll conduct regular performance reviews and provide constructive feedback to team members as well as identifying training and development needs, arranging relevant training sessions to enhance team skills and knowledge. Additionally the Service Desk Manager will lead and participate in key IT projects, ensuring deliverables are met on time.

Please note this is a hybrid role and is paying up to £50,000 dependent on experience. Additionally, the company offers very good benefits.

To be considered for this role candidates must have:

• Proven experience in an IT Service Desk or similar technical support role, with a minimum of 2-3 years in a management role.

• Strong technical knowledge of IT systems, software, and hardware, Microsoft technology stack, including Office365, Intune and Azure AD.

• Leadership and team management skills, with the ability to motivate and develop a high performing team.

• Exceptional customer service skills, with a focus on delivering high quality support.

• Strong problem-solving abilities and the capability to handle complex technical issues.

• Experience with IT Service Management (ITSM) tools and frameworks, such as ITIL.

• Relevant certifications, such as ITIL Foundation, as well as SAP experience, and experience supporting a Mac environment would be desirable.