Service Desk Team Lead

Service Desk Team Lead / Helpdesk Team Leader Hybrid working Bristol An experienced Service Desk Team Leader is required to lead the IT Support Team of an award winning international professional services organisation. The role. As the Service Desk Team Lead you will be reporting to the IT Operations Manager, you will manage the day-to-day operations, workload management, problem resolution and escalation of our clients IT Support teams. The Team Leader will be crucial in ensuring that the services offered align with agreed targets, processes, and guidelines, and adhere to 'best practice' standards. Motivational and dynamic, you will also create an environment that ensures the team always deliver high levels of service. As Service Desk Team Lead, your key duties and responsibilities will be: Team Management: Lead and supervise support staff to deliver exceptional operational support, ensuring readiness to respond to escalation events at all times. Communication Enhancement: Foster effective communication processes between central support staff and local IT service teams, building strong working relationships with partners, local staff, and global IT teams. Process Compliance: Develop, maintain, and communicate standards, policies, and procedures within the region, ensuring adherence. Major Incident Handling: Oversee the Major Incident Process, taking on the role of Major Incident Manager during Severity 1 or 2 incidents. Manage communication to stakeholders, including senior management. Traffic Monitoring: Monitor and manage call, email, and self-service traffic, actively participating in handling support calls when necessary. Issue Resolution: Identify and communicate common issues to the appropriate IT contacts and address escalated complaints, maintaining relationships with external suppliers. Performance Management: Provide support and development to the team through regular performance reviews. Close performance gaps, analyse trends, and manage overall team and individual performance. Delegation: Delegate key tasks and responsibilities to team members as required. Quality Assurance: Monitor and measure contact quality to ensure a high level of customer service is consistently achieved. About you. We are looking for a proactive and seasoned IT professional with a passion for leadership. You should be able to demonstrate the following skills, experiences, and attributes. Ideally, you will hold a degree level qualification or its equivalent. Previous experience leading an IT service desk or have Senior Helpdesk experience. You will have experience working in a service-oriented company with a focus on KPIs and SLAs. A familiarity with Service Now or other call logging systems. Knowledge of supporting Microsoft platforms and applications including Microsoft O365, Azure, AD, etc.. You should be willing to work out of hours if required and have experience in an 'on-call' environment supporting priority…