Role: Service Desk Team LeadLocation: Leicester (Hybrid)Salary: Up to 42,500 Are you an experienced IT professional with a passion for service delivery and leadership? We''re looking for a Service Desk Team Lead to oversee daily IT support operations, ensuring exceptional customer service and efficient issue resolution. This role is ideal for a technically skilled individual with experience in Microsoft and Cisco technologies who also thrives in a leadership position. About the RoleYou''ll be responsible for managing service desk performance, overseeing escalations, and providing guidance to the support team. You''ll work to enhance service quality, streamline operations, and maintain high service level standards. Key ResponsibilitiesService Management: Ensure all inbound support requests via phone, email, live chat, and ticketing systems are handled within agreed SLAs.Technical Leadership: Provide expert guidance on Microsoft technologies, including Azure, Active Directory, Intune, and Microsoft 365, while also supporting Cisco networking solutions.Incident and Escalation Handling: Take charge of major incidents, coordinating teams, managing communications, and ensuring efficient resolution.Team Supervision: Oversee the First and Second Line Support teams, offering support, training, and guidance.Performance Monitoring: Track ticket progress, ensuring timely updates and issue resolution while maintaining service quality.Resource Planning: Manage daily service desk activities