IT Service Desk Team Leader

IT Service Desk Team Leader Chancery Lane £60,000 - £65,000 Hybrid, minimum 3 days in the office Are you an experienced IT Service Desk Team Leader who still enjoys being hands-on technically, rather than moving into a purely managerial role? We''re recruiting for a leading international professional services organisation looking for someone to take day-to-day operational leadership of its UK and European Service Desk. You''ll lead and coach the team, manage escalations and service performance, while remaining hands-on when required across remote, telephone and deskside support. What''s on offer: Hybrid working, minimum 3 days per week in the London office Core hours of 9:30am to 5:30pm, with flexibility around the Service Desk rota Private medical insurance and dental cover Discounted gym membership On-site café and additional lifestyle benefits What you''ll be doing: Leading the day-to-day operation of the UK and EU Service Desk Managing workloads, ticket queues, SLAs, call availability and shift coverage Coaching and mentoring Service Desk Analysts and Senior Analysts Acting as an escalation point for technical and operational issues Coordinating Service Desk activity during Major Incidents Improving ticket quality, processes, knowledge articles and service standards Using dashboards and service data to identify recurring issues and improvement opportunities Supporting technology rollouts, projects and transition into BAU Remaining hands-on with users during busy ..... full job details .....