https://jobs.co.uk/job/it-service-desk-team-leader-randstad-delivery-gbs--01514059-ef30-4bee-8273-4523cf376366 RSS feed for IT Service Desk Team Leader at Randstad Delivery (GBS). en-gb Sat, 29 Aug 2026 20:00:21 GMT https://jobs.co.uk/job/it-service-desk-team-leader-randstad-delivery-gbs--01514059-ef30-4bee-8273-4523cf376366 https://jobs.co.uk/job/it-service-desk-team-leader-randstad-delivery-gbs--01514059-ef30-4bee-8273-4523cf376366 Sat, 29 Aug 2026 11:53:08 GMT Location: Fareham | Salary: 40000.00-40000.00 Annual | Type: Permanent | IT Service Desk Team Leader Location: Fareham Contract length: Up to 6 months Pay rate: £40,000 per annum equivalent Role Purpose The 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 Responsibilities Team 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... Permanent