IT Service Desk Team Leader
Randstad Technologies Recruitment
Location: Fareham
Contract: Up to 6 months
Role: IT Support / Service Delivery
About the Role
We are looking for an experienced IT Service Desk Team Leader to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.
Key Responsibilities
Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts.
SLA Guardian: Ensure incidents and requests are resolved quickly within agreed timeframes.
Escalations: Handle complex technical issues and route them to higher-tier teams when needed.
Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.
Knowledge Management: Maintain the Knowledge Base to improve first-line resolution and self-service options.
Requirements
Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.
Strong technical skills in Windows/macOS, Microsoft 365, Active Directory, and basic networking (VPNs, TCP/IP).
Solid understanding of ITIL principles (Incident, Request, and Problem Management).
Excellent communication and logical problem-solving skills under pressure.
Apply Today
Interested in leading a top-tier service desk team in Fareham? Apply now with your updated CV!
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
Application opens at the source listing. Free for jobseekers.