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Overview

Our leading Finance Sector Client is undergoing a time of significant growth and transformation as they integrate a recent corporate acquisition. To support these endeavours, they are seeking to hire an experienced IT Service Desk Team Lead to join their Technology team.

The IT Service Desk Team Lead will ensure the provision of exceptional IT support to colleagues and help drive the business forward.In this role, you won't just manage, you will lead from the front. You will handle tickets, solve problems, coach your team, and work across departments to drive service excellence.

The main responsibilities will include:

• Provide Leadership, coaching and mentoring of the I.T. Service Desk team to deliver exceptional technical support and maintain high levels of performance
• Oversee day-to-day service desk operations, ensuring efficient handling of incidents and requests whilst also providing first and second line Service Desk support, directly alongside the team
• Managing escalations and collaborating with our technical teams and suppliers to ensure a prompt restoration of service
• Driving continuous improvement in our service standards and optimising service standards
• Owning high-priority incident response and communication

The ideal candidate for the role of IT Service Desk Lead will have:

• Proven experience of leading an IT service desk or technical support team
• Strong problem solving and technical expertise in IT systems, networks and troubleshooting including knowledge of ITSM (e.g. Incident, Problem, Change)
• Experience in Microsoft 365, Windows, AD/Azure AD, and endpoint tools
• A calm, customer-first approach with excellent communication, interpersonal and customer service skills
• An ability to prioritise and manage multiple tasks in a fast-paced environment
• Leadership experience with a proven ability to coach, support, and get hands-on when needed
• A focus on Team development is key

Desirable:

• Ideally holds a Degree in Computer Science, Information Security, or related field (or equivalent experience)