IT Service Desk Team Leader
Picture More Careers
- Industry Type
- IT
- Functional Area
- IT Service Management Industry IT
- Nationality
- Any
- Keywords
- Service Desk Management Operational Leadership Team Management European Experience Customer Service
Job Description
Picture More Careers is looking for an IT Service Desk Team Leader to manage daily operations of its UK and European Service Desk. The role is based in London and involves working during core office hours with some flexibility.
- Position
- IT Service Desk Team Leader
- Company
- Picture More Careers
- Location
- London, United Kingdom
- Industry
- IT
- Experience
- 1 to 20 years
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About the role: IT Service Desk Team Leader
General information about this type of role, not from the employer. The employer's actual requirements may differ, so always check the job details above.
An IT Service Desk Team Leader manages a group of IT support staff who assist users with technical issues. They typically work in office environments within IT departments or service centers, ensuring smooth and efficient resolution of IT problems.
What this role usually involves
- Supervise and support the IT service desk team to provide timely technical assistance.
- Monitor and manage service desk performance and response times.
- Coordinate with other IT teams to resolve complex technical issues.
- Train and mentor team members to improve their skills and knowledge.
- Handle escalated user issues and ensure customer satisfaction.
- Prepare reports on service desk activities and performance metrics.
Skills employers usually look for
- Strong leadership and team management abilities.
- Good communication and interpersonal skills.
- Problem-solving and troubleshooting expertise.
- Knowledge of IT service management tools and processes.
- Ability to work under pressure and manage multiple tasks.
- Customer service orientation.
Usual qualifications
- A diploma or degree in Information Technology, Computer Science, or a related field is usually expected.
- Certifications in IT service management, such as ITIL, are often preferred.
- Experience in technical support or IT helpdesk roles is beneficial.
- Training in leadership or team management is advantageous.
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