Service Desk Team leader

We are partnering with an NI government organisation in the recruitment of a service desk team lead. As IT Service Desk Team Lead, you will play a pivotal role in ensuring IT service management aligns with business needs. You will promote ITIL best practices, refine service processes, and provide guidance to a team of service desk professionals. Your leadership will help enhance service delivery, stakeholder collaboration, and continual improvement initiatives.
Key Responsibilities:

• Lead and support an IT Service Desk team, ensuring effective incident and problem resolution.
• Oversee service management processes such as IT procurement, asset management, and SLA monitoring.
• Drive the adoption of ITIL standards and best practices across the organisation.
• Collaborate with internal teams and external suppliers to ensure IT systems remain reliable and efficient.
• Monitor service desk performance, set targets, and provide coaching to team members.
• Communicate technical information effectively to both IT and non-IT audiences.
• Take ownership of escalated issues and ensure excellent customer service.

To be considered for the role you should have the requirements below:

• A minimum of 3 years’ experience operating in a ServiceDesk environment.
• Strong background in IT Service Management, ideally with ITIL expertise.
• Experience leading IT support teams in a dynamic environment.
• Ability to coordinate incident management, change control, and IT service improvement initiatives.
• Excellent stakeholder management and problem-solving skills.
• Passion for delivering efficient and high-quality IT services.

The role is initially for a 3-month period but there is an expectation this role will lead to a permanent assignment.

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

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