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Posted 23 July, 2026

IT Service Desk Team Leader

Randstad Technologies
Fareham, ENG, GB Full Time

Job Description

IT Service Desk Team Leader\n

Location: Fareham

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Contract: Up to 6 months

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Role: IT Support / Service Delivery

About the Role\n

We are looking for an experienced IT Service Desk Team Leader to manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels.

Key Responsibilities\n
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    Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts.

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    SLA Guardian: Ensure incidents and requests are resolved quickly within agreed timeframes.

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    Escalations: Handle complex technical issues and route them to higher-tier teams when needed.

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    Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs.

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    Knowledge Management: Maintain the Knowledge Base to improve first-line resolution and self-service options.

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Requirements\n
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    Proven experience in a Team Lead, Senior Analyst, or Supervisory IT support role.

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    Strong technical skills in Windows/macOS, Microsoft 365, Active Directory, and basic networking (VPNs, TCP/IP).

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    Solid understanding of ITIL principles (Incident, Request, and Problem Management).

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    Excellent communication and logical problem-solving skills under pressure.

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Apply Today\n

Interested in leading a top-tier service desk team in Fareham? Apply now with your updated CV!

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Randstad Technologies is acting as an Employment Business in relation to this vacancy.