IT Service Desk Team Leader

IT Service Desk Team Lead - Microsoft / Windows - Hull Are you the kind of Service Desk person who''s ready to lead, but doesn''t want to lose the technical side entirely? We''re working with a business that''s restructuring its IT function and creating a brand-new role for it. This isn''t a tired, "step into someone else''s shoes" position - it''s being built from scratch around whoever takes it on. What you''ll be doing This isn''t a purely hands-off management role. You''ll be: Leading a team of four 1st and 2nd line Service Desk analysts day to day Owning workload allocation, escalations, and making sure incidents get resolved within SLA Getting your hands dirty with tickets yourself when the team needs bolstering Building out proper incident, problem and request management processes - a lot of this currently lives in people''s heads, not in documentation Acting as the escalation point for the complex or high-priority stuff Reporting service desk performance up to senior leadership, in language they can actually use What they care about Yes, they want solid Service Desk management experience. But more than that, they want: Someone who''s genuinely proud of the work they do, not just clocking in Someone ready to take a step up - this could be your first lead role, and that''s fine A person comfortable being hands-on with the team while still owning the bigger picture If you''ve been deputising, mentoring informally, or covering for a lead when ..... full job details .....