IT Service Desk Team Leader

About the role

The IT Service Desk Team Leader will oversee a busy service desk, ensuring rapid resolution of incidents and requests while maintaining high customer satisfaction. This role combines hands‑on technical support with leadership of a small team of analysts.

Key responsibilities

• Lead, coach and develop the service desk team to meet SLA targets.
• Manage the daily ticket queue, prioritising incidents, problems and service requests.
• Maintain and enrich the Service Desk Knowledge Base to promote self‑service.
• Coordinate with other IT functions to resolve complex technical issues.
• Monitor and report on key performance metrics and service trends.

Required profile

• Proven experience in a supervisory or team‑lead role within an IT support environment.
• Strong analytical and troubleshooting abilities, especially under pressure.
• Excellent written and verbal communication skills, able to explain technical concepts to non‑technical users.
• Familiarity with ITIL foundations, particularly incident, problem and request management.

Required skills

• Windows operating systems
• macOS operating systems
• Active Directory
• Microsoft 365
• VPN technologies
• TCP/IP networking
• ITIL framework

What we offer

• Opportunity to work with a renowned global luxury brand.
• A collaborative, supportive and dynamic team environment.
• Contract position up to 6 months with competitive hourly rates.