IT Service Desk Team Leader

Lead the Frontline of Global Luxury Tech

Join a prestigious, household-name global luxury retail icon and elevate their IT support operations. We are looking for an ambitious IT Service Desk Team Leader to lead day-to-day service desk operations, combining technical expertise with inspiring people leadership.

Key Details

• Location: Fareham (4 days/week onsite)
• Contract: 6 Months
• Salary: £40,000 per annum equivalent (pro-rata)

What You'll Do

• Team Leadership: Manage rotas, conduct 1-to-1s, and mentor a team of Service Desk Analysts.
• Service Excellence: Act as the guardian of SLAs, managing incident categorization, prioritization, and escalations.
• Quality & Insights: Conduct regular ticket audits, monitor call quality, and track key KPI trends to drive continuous improvement.
• Knowledge Sharing: Expand the internal Service Desk Knowledge Base to boost analyst efficiency and end-user self-service.

What You Bring

• Proven supervisory or team lead experience in an IT support environment.
• Hands-on technical knowledge of Windows/macOS, Microsoft 365, Active Directory, and basic networking (VPN, TCP/IP).
• Solid understanding of ITIL frameworks (Incident, Request, Problem Management).
• Strong communication and pressure-tested problem-solving skills.

Ready to drive technical operations for a world-renowned brand? Apply today with your updated CV for a review or share it to [email removed]!

Randstad Technologies is acting as an Employment Business in relation to this vacancy.