IT Service Desk Team Leader (IT Helpdesk)

My well established Client is looking for an IT Service Desk Team Leader, an IT professional with a passion for leading support teams. The IT Helpdesk Team Lead will join a team and lead their IT Helpdesk operations efficiently. This role requires both technical expertise and leadership skills to ensure the smooth running of support services. Key Responsibilities: Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers. Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently. Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests. ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence. Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more. Reporting: Generate and review service metrics to improve operational performance. Required Skills: Strong experience in 1st and 2nd line IT support. Familiarity with ITIL framework and best practices. Proficient in IT service management (ITSM) tools and remote access solutions. Experience with troubleshooting a wide range of technical issues. Excellent communication skills and the ability to work efficiently under pressure. Desirable: Certifications in ITIL or related areas. Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a truly great Client