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Service Desk Team Leader

Randstad Delivery (GBS) • TRAFFIC • Hampshire, Fareham, United Kingdom • £40,000 - £50,000 / * • 2d ago

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.

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