Service Desk Team Leader

📋 Description Deliver IT Service Desk and Incident Management for NEC and customers Lead 24x7 service desk with teams in Hartlepool, Chippenham and India Ensure ISO20000 compliance and ITIL-aligned processes Manage a multi-site team; coach and develop staff Monitor performance using KPIs and CSFs; drive improvements Maintain adherence to SLAs and coordinate with internal/3rd party teams 🎯 Requirements Demonstrable Service Desk and Incident Management experience Stakeholder and resource management Strong customer service and ability to innovate Good verbal communication and business writing Working knowledge of ISO 20000 Service Management Standard Ability to lead from the front and mentor both direct reports and wider team 🎁 Benefits Private Medical Cover for employees (family option available) 25 days paid holiday with buy/sell option Life assurance cover: 4x salary Employer pension contributions up to 8.5% Flexible benefits to suit you Free LinkedIn Learning access with 15,000+ courses