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Randstad Logo Randstad · IT - Administration

IT Service Desk Team Leader

United Kingdom, Fareham 40000.00 GBP / Year · Job Posted June 29, 2026
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Job Description

The IT Service Desk Team Leader is responsible for overseeing the day-to-day operations of the support team. This role ensures that high-quality technical assistance is provided to all users while maintaining agreed service levels. You will balance "hands-on" technical escalation with "hands-off" people management, driving continuous improvement across the service desk.

Job Responsibility

  • Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and overseeing professional development
  • Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes
  • Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams
  • Quality Assurance: Conduct regular ticket audits and call monitoring to ensure a high standard of customer service and technical accuracy
  • Reporting: Generate and analyse weekly/monthly performance reports (KPIs) to identify trends, such as recurring technical faults or training gaps
  • Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service

Requirements

  • Previous experience in a Team Lead, Senior Analyst, or Supervisory role within an IT support environment
  • Proficient in supporting Windows/macOS environments, Microsoft 365, Active Directory, and basic networking (TCP/IP, VPNs)
  • A solid understanding of ITIL foundation principles (Incident, Request, and Problem Management)
  • Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users
  • A logical approach to troubleshooting and the ability to remain calm under pressure during major service outages
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