About the job

Department: Technology

Description

As an IT Service Desk Lead, you will be responsible for leading the day-to-day operations of the IT Service Desk, acting as a senior technical escalation point and ensuring high-quality support experience for end users. This role combines hands-on technical support with team leadership, process improvement and service management responsibilities.

Key Responsibilities

• Supervise and mentor the IT Service Desk team
• Assign and priortise tickets, monitor workload distribution and ensure SLAs and KPIs are consistently met
• Conduct regular 1:1s, performance reviews and support the professional development of team members
• Act as a senior escalation point for complex technical issues, working hands-on to resolve high priority incidents
• Provide advances troubleshooting across Windows OS, Microsoft 365 and Active Directory
• Monitor service desk metrics and generate reports on performance, trends and service improvements
• Maintain and improve ITSM tools, workflows and ticketing processes (ServiceNow, Freshservice, etc).
• Collaborate with the wider IT team on projects, system upgrades, security initiatives and infrastructure rollouts
• Identify opportunities for automation, efficiency improvements and technology enhancements

Skills, Knowledge & Expertise

• Experience in a senior or team leader role
• Strong technical knowledge of Windows OS, Microsoft 365 and Active Directory
• Sound understanding of networking basics (DNS, DHCP, VPN, TCP/IP)
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.
• Proven experience leading and mentoring support teams
• Stakeholder management skills
• Strong problem-solving mindset and ability to handle pressure calmly and effectively