Service Desk Team Leader / IT Support Team Lead

Service Desk Team Leader / IT Support Team Lead who has great team leadership and management skills with strong Google Workspace, Windows Server and Active Directory experience is required to work on a busy Helpdesk onsite at a School in Battersea, South West London.

SALARY: £40,000 per annum with up to £6,000 Bonus Benefits (see below)

LOCATION: Battersea, South London (SW11)

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

JOB OVERVIEW

We have a fantastic new job opportunity for a Service Desk Team Leader / IT Support Team Lead who has great team leadership and management skills with strong Google Workspace, Windows Server and Active Directory experience.

Working as the Service Desk Team Leader / IT Support Team Lead you'll be instrumental in driving operational excellence. Your responsibilities will include leading and managing a team of 1st and 2nd Line Service Desk Engineers, which includes supporting, coaching and ongoing development of the team.

As the Service Desk Team Leader / IT Support Team Lead you will be a role model, coaching your team on best practices and inspiring them to build a positive and productive working environment. A key part of your role will be ensuring Service Desk rota management, producing detailed performance reports using tools like ServiceNow, and actively contributing to the IT Operations Strategic Roadmap.

You will also take ownership of resolving client issues and escalations, while consistently promoting continuous professional development and nurturing a collaborative, fair, and inclusive culture.

DUTIES

Your duties as the Service Desk Team Leader / IT Support Team Lead include:

• Strategic Team Leadership: Inspire and coach your team to deliver outstanding customer service. You'll set clear KPIs and OLAs, hold regular 1-on-1s, and build trust through open communication and creative thinking. You'll also work closely with management and HR to promote company initiatives and ensure the company attract and retain diverse talent
• Operational Excellence: Manage the Service Desk rota and team resources, ensuring the team provide a responsive service that meets the company’s SLAs. You will also produce key performance reports, manage client escalations, and work with the IT Services Manager to continuously improve processes in line with industry standards like ITIL and ISO27001
• Staff Development: Proactively identify skills gaps and plan training to support your team's professional growth. You'll also ensure your team's well-being and promote a healthy work-life balance, using data-driven insights to manage performance and define development opportunities

CANDIDATE REQUIREMENTS

• Solid technical background with experience supporting Google Workplace, Windows Server and Active Directory
• Previous team leadership experience
• Excellent written and verbal communication skills
• Ability to liaise with stakeholders

Technical Skills

• Google Workplace (must have)
• Jamf Pro
• Mac OS / iOS
• Windows 10 / 11
• Window Server
• Active Directory
• Locker
• Papercut printing
• Apple School Manager
• Cyber Security
• Networking & Wifi (Meraki)

BENEFITS

• Working in an inclusive environment
• Performance based bonus (up to £6,000)
• Working with the latest (cloud) technologies
• Industry renowned training/certifications (sponsored by Wavex)
• Personal development time (with the use of Pluralsight training platform)
• Wide range Company benefits
• Discretionary company sick pay
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday

And more!

APPLY TODAY...

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JOB REF: AWDO-P13744

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