IT Service Desk Team Leader

Job Title: IT Service Desk Team Leader/ManagerLocation: Fareham (4 days onsite)Contract Length: 6 Months with potential extensionPay Rate: 40,000 per annum equivalentAbout the RoleWe are seeking an IT Service Desk Team Leader to oversee the day-to-day operations of our support team on behalf of a prestigious, global luxury beauty and retail brand. Based in our Fareham office (working 4 days onsite), this role perfectly balances "hands-on" technical escalation with "hands-off" people management. You will be the driving force behind continuous service improvement, ensuring our users receive world-class technical assistance.Key ResponsibilitiesTeam Supervision: Lead, mentor, and motivate a team of Service Desk Analysts, managing rotas, conducting 1-to-1s, and guiding professional development.Service Delivery: Act as the guardian of SLAs, ensuring all incidents and requests are accurately 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 swiftly routed to higher-tier teams.Quality Assurance: Conduct regular ticket audits and call monitoring to maintain an exceptional standard of customer service and technical accuracy.Reporting and Analysis: Generate weekly and monthly KPI reports to identify technical trends, recurring faults, or team training gaps.Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower ..... full job details .....