Team Lead, Service Desk

Team Lead, Service Desk Your new company
Our client is a leading educational institution renowned for delivering exceptional services to students, staff and stakeholders across a large and complex environment. Due to continued operational growth and service delivery demands, an opportunity has arisen for an experienced Team Lead, Service Desk, to join the Technology Services division.

Your new role
As the Team Lead, Service Desk, you will play a critical role in supervising day-to-day operations of a high-performing service desk team. You will ensure the efficient allocation of tasks, coordinate team rosters and monitor performance to uphold strong service standards.A key part of your role will be managing escalations, ensuring incidents and service requests passed to second- and third-level support are clearly qualified with the appropriate information to enable fast resolution and enhanced customer satisfaction. You will also coordinate communication with customers during major incidents to ensure timely and transparent updates.

What you'll need to succeed
You will bring extensive experience leading and supervising technical teams within a large, complex organisation-ideally comparable to a university or similar environment. You will demonstrate:

• Proven leadership capability in managing service desk or technical support teams.
• Strong interpersonal and communication skills, including high-level written communication.
• Experience developing processes and procedures, engaging stakeholders and applying change-management fundamentals.
• ITIL 4 certification (essential).

Desirable experience includes:

• Establishing or forming new teams.
• Proficiency with ServiceNow.
• Ability to develop and generate management reports.

What you'll get in return
This is an excellent opportunity to influence service quality within a respected educational institution. You'll join an engaged team environment and contribute to ongoing improvement initiatives.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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