IT Service Desk Team Leader

IT Service Desk Team LeaderLocation: PortsmouthContract length: Up to 6 months Pay rate: 40,000 per annum equivalentRole PurposeThe 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.Key ResponsibilitiesTeam 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.Experience and SkillsLeadership Experience: Previous experience in a Team Lead, Senior ..... full job details .....