Service Desk Lead

Department:

TechnologyEmployment Type:

PermanentLocation:

Newcastle Upon TyneDescription

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely and efficiently. We’re looking for an experienced IT Service Desk Lead to oversee our service desk operations and mentor a team of engineers, ensuring exceptional IT support delivery across the business.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 teamAssign and priortise tickets, monitor workload distribution and ensure SLAs and KPIs are consistently metConduct regular 1:1s, performance reviews and support the professional development of team membersAct as a senior escalation point for complex technical issues, working hands-on to resolve high priority incidentsProvide advances troubleshooting across Windows OS, Microsoft 365 and Active DirectoryMonitor service desk metrics and generate reports on performance, trends and service improvementsMaintain 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 rolloutsIdentify opportunities for automation, efficiency improvements and technology enhancementsSkills, Knowledge and Expertise

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

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