Service Desk Team Lead

Service Desk Team Lead

Leeds - On-site 2x per week

Up to £42,000

Fruition IT is working with a well-established, tech-first business embarking on a complete technical transformation. As part of this journey, they are seeking a customer-focused Service Desk Team Lead to oversee a team of first-line and Product Support specialists.

In this role, you will foster a well-structured, process-driven support environment, ensuring seamless operations while motivating and guiding the team to success. You will identify inefficiencies and implement changes to improve team performance.

Key Responsibilities:
Team Leadership: Inspire, manage, and mentor a team of first-line and Product Support specialists, fostering high morale and productivity.
Process Management: Establish and maintain effective service desk processes, ensuring smooth operations and preventing recurring issues.
Operational Efficiency: Report on key metrics, conduct trend analysis, and identify areas for proactive improvement.
Customer Support Tools: Oversee the use of tools such as JSM, ServiceNow, Zoho, and Zendesk to optimise workflows.
Continuous Improvement: Drive initiatives to enhance efficiency, improve training, and ensure the team is always prepared to deliver exceptional service.

Key Requirements:
Proven experience leading and managing service desk or support teams.
Strong understanding of service desk processes, including metrics reporting and trend analysis.
Familiarity with tools such as Jira Service Management (JSM), ServiceNow, Zoho, or Zendesk.
A customer-centric mindset with the ability to focus on internal efficiency.
Excellent leadership, organisational, and communication skills.
A proactive approach to problem-solving and process improvement.