IT Service Desk Team Leader
- Sunderland
- £30,000-34,000 per year
- Permanent
- Full-time
- 3 days p/w on-site
- Lead and inspire a dedicated team of 1st and 2nd Line Support professionals, fostering a collaborative and supportive environment where everyone can thrive.
- Drive operational excellence by ensuring efficient working practices and consistently achieving service level targets.
- Champion continuous improvement initiatives to enhance team performance, streamline processes, and elevate customer satisfaction.
- Maintain clear communication channels, ensuring timely updates to end users and stakeholders regarding ticket progress and resolutions.
- Prioritize and allocate tickets based on impact and urgency, ensuring timely resolution and escalation when necessary.
- Collaborate with external suppliers to manage, update, and resolve user tickets, maintaining strong vendor relationships.
- Proven experience in a service desk environment, with a demonstrated track record of leadership and team management.
- A genuine passion for IT leadership and a commitment to fostering team development and growth.
- Exceptional communication skills, with the ability to motivate and inspire team members to achieve their full potential.
- Strong troubleshooting and problem-solving abilities, coupled with a proactive approach to resolving technical issues.
- Familiarity with Microsoft Office, Windows, ITIL, and Azure AD is advantageous, but not essential.