Help Desk Team lead

Service Desk Team Leader
Newcastle
£35,000 per annum
Are you a dynamic IT professional with leadership experience looking to take the next step in your career? Join our team at a leading manufacturing company based in South Tyneside! We're seeking a talented Service Desk Team Leader to oversee our support operations and ensure the delivery of exceptional service to our internal stakeholders.
Key Responsibilities:
Lead and mentor a team of service desk analysts, providing guidance, coaching, and support to ensure high performance and customer satisfaction.
Manage the day-to-day operations of the service desk, including ticket prioritisation, assignment, and resolution, to meet service level agreements (SLAs) and minimise downtime.
Provide hands-on technical support and troubleshooting for escalated incidents and requests, ensuring timely resolution and effective communication with stakeholders.
Oversee the support and maintenance of Office 365 suite, including Exchange Online, SharePoint, and Teams, to optimise productivity and collaboration across the organisation.
Lead major incident management efforts, orchestrating cross-functional teams to resolve critical incidents swiftly and minimize impact on business operations.
Drive continuous improvement initiatives within the service desk, identifying opportunities to enhance processes,...