Help Desk Team Leader

Job Title

Help Desk Team Leader

Job Description Summary

We are seeking an experienced and proactive Help Desk Team Leader to oversee the day-to-day operations of a busy Help Desk function supporting a dynamic, public-facing environment. This role plays a critical part in ensuring service requests, incidents and operational issues are effectively coordinated and resolved while maintaining a high standard of customer service and operational performance. The successful candidate will lead a small team, coordinate operational responses across multiple stakeholders and help drive continuous improvement across service delivery.

Job Description

Key Responsibilities

• Lead the day-to-day Help Desk operations and coordinate service requests and incidents.

• Ensure issues are prioritised, escalated and resolved within agreed service levels.

• Support and mana...