Service Desk Team Leader

South Tyneside

£32,000 per annum + On-call Shift Allowance

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 prioritization, assignment, and resolution, to meet service level agreements (SLAs) and minimize 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 optimize productivity and collaboration across the organization.
• 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, tools, and workflows to increase efficiency and customer satisfaction.
• Collaborate with IT leadership to develop and implement service desk strategies, policies, and procedures aligned with industry best practices and ITIL framework.

Requirements:

• Proven experience in a technical support role in a leadership or supervisory capacity.
• Strong proficiency in supporting Office 365 applications and services, with a focus on Exchange Online, SharePoint, and Teams.
• Experience working in Security Operations Center (SOC) or Network Operations Center (NOC) environments, with knowledge of cybersecurity principles and network monitoring tools.
• Demonstrated expertise in major incident management, with the ability to lead and coordinate response efforts under pressure.
• Ideally ITIL qualified, with a solid understanding of IT service management principles and practices.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Strong problem-solving abilities and a proactive approach to driving continuous improvement.

Why Join Us:

Opportunity to work for a leading manufacturing company with a commitment to innovation and excellence.

Competitive salary and benefits package, including on-call shift allowance and opportunities for career advancement.

Collaborative and supportive work environment where your contributions are valued and recognized.

Access to ongoing training and development opportunities to enhance your skills and advance your career in IT leadership.

If you're ready to lead a dynamic service desk team and drive operational excellence, we want to hear from you! Apply now with your CV and cover letter outlining your relevant experience and qualifications.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.