IT Service Desk Team Leader

Adapro Talent Partners are delighted to be partnering a London based Technology Consultancy with their recruitment of an IT Service Desk Team Leader, on a permanent basis. The IT Service Desk Team Leader plays a critical role in ensuring the efficient operation of the IT service desk by managing the flow of support tickets and coordinating the activities of the support team. This role will focus on prompt and effective resolution of IT tickets, distributing them to engineers, to be completed on time and ensure updates are provided to clients. This is a crucial role within the IT Support Team, and will act as a central hub for incoming support requests and will be responsible for ensuring those requests are addressed efficiently and effectively. KEY RESPONSIBILITES Receive, prioritise, and dispatch incoming service tickets to appropriate IT support personnel based on the complexity and nature of issues. Monitor ticket queues to ensure timely resolution of client issues and adherence to service level agreements (SLAs). Maintain accurate and detailed records of client interactions and update ticket status in the service management system. Assign tickets to technicians based on skillsets, availability, and urgency of issues. Coordinate and schedule engineer calls as required. Communicate effectively with clients to gather necessary information to expedite ticket resolution. Step in to take calls and provide immediate assistance when engineers are unavailable, ensuring that ..... full job details .....