Service Desk Team Leader

📋 Description

• Deliver IT Service Desk and Incident Management for NEC and customers
• Lead 24x7 service desk with teams in Hartlepool, Chippenham and India
• Ensure ISO20000 compliance and ITIL-aligned processes
• Manage a multi-site team; coach and develop staff
• Monitor performance using KPIs and CSFs; drive improvements
• Maintain adherence to SLAs and coordinate with internal/3rd party teams

🎯 Requirements

• Demonstrable Service Desk and Incident Management experience
• Stakeholder and resource management
• Strong customer service and ability to innovate
• Good verbal communication and business writing
• Working knowledge of ISO 20000 Service Management Standard
• Ability to lead from the front and mentor both direct reports and wider team

🎁 Benefits

• Private Medical Cover for employees (family option available)
• 25 days paid holiday with buy/sell option
• Life assurance cover: 4x salary
• Employer pension contributions up to 8.5%
• Flexible benefits to suit you
• Free LinkedIn Learning access with 15,000+ courses