Service Desk Team Leader

Job Title: Service Desk Team Leader

Location: Fareham (hybrid working)

Contract length: 6 months (ongoing, will always be a need for the role)

Pay rate: Negotiable

Overview:

We are seeking a highly skilled and proactive Service Desk Team Leader to manage service delivery and support for the UK Network, Media & Brand Sales functions. This role serves as the primary escalation point for store-related issues, ensuring swift resolution and maintaining strong working relationships with area managers, brand ambassadors, and cross-regional teams. The position also contributes to process improvement initiatives across the EMEA region, driving operational efficiency and enhancing the customer experience.

In addition, the role involves leading and managing a small team of Service Desk Analysts, overseeing day-to-day operations including absence management (sickness, holidays, and other leave), ensuring high levels of teamwork and professionalism, driving results, and maintaining a strong work ethic to meet and exceed agreed performance targets.

Key Responsibilities:

• Act as the main escalation point for the Level 1 Service Desk team, providing guidance and resolution support for complex technical and operational issues.
• Lead and support a small team of Service Desk Analysts, including managing workloads, performance, sickness, holiday, and other absence to maintain service continuity.
• Foster a positive team culture, ensuring high work ethics, collaboration, and consistent achievement of targets.
• Host and facilitate UK sales reporting meetings with brand stakeholders, delivering clear insights and performance updates.
• Build and maintain strong professional relationships with area managers, brand ambassadors, and other key business partners.
• Lead and deliver training sessions to upskill team members and stakeholders on systems, tools, and processes.
• Execute SQL queries and tasks to generate, validate, and analyse sales data.
• Manage till builds and deployments (Windows 11) for new store openings, upgrades, and replacements.
• Oversee asset management processes, ensuring accurate tracking and lifecycle management of IT equipment.
• Conduct regular ticket quality reviews to maintain high service standards and compliance.
• Coordinate and schedule engineer visits to stores for hardware, networking, and infrastructure needs.
• Provide hands-on technical support for network infrastructure including routers, switches, Active Directory, DHCP, and related services.
• Collaborate with EMEA service teams to identify, propose, and implement process improvements.

Skills & Experience:

• Proven experience in a Service Desk leadership role or similar IT support management position.
• Experience managing a small team, including absence management, performance reviews, and driving target achievement.
• Strong understanding of IT service management principles, ideally with ITIL knowledge or certification.
• Proficiency in SQL for data extraction and analysis.
• Hands-on technical experience with Windows OS builds (including Windows 11), networking hardware, and Microsoft infrastructure services (AD, DHCP).
• Excellent stakeholder management and communication skills, with experience engaging senior non-technical audiences.
• Strong organisational skills with the ability to prioritise and manage multiple tasks in a fast-paced environment.
• Experience in asset management systems and service desk tools.

Desirable:

• Experience in a retail or multi-site environment.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).
• Familiarity with point-of-sale (POS) hardware and software.

Randstad Business Support is acting as an Employment Business in relation to this vacancy.