IT Service Desk Team Leader

The IT Service Desk Team Leader will oversee the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service. This role involves managing a team of IT Service Desk Analysts, providing guidance, performance management, and acting as a point of escalation for complex issues. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering excellent customer service.

Key Responsibilities:

• Team Leadership: Manage and lead the IT Service Desk team, ensuring that staff are motivated, trained, and performing to the highest standards.
• Service Delivery: Oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent and high-quality IT support.
• Escalation Management: Act as an escalation point for more complex or critical technical issues, ensuring timely resolution and communication with stakeholders.
• Performance Monitoring: Track and report on team performance against KPIs and SLAs, implementing improvements where necessary.
• Process Improvement: Identify and implement opportunities to enhance service desk processes, procedures, and efficiency, contributing to continuous improvement initiatives.
• Customer Satisfaction: Ensure customer satisfaction by delivering a responsive, reliable, and effective service to end-users.
• Collaboration: Work closely with other IT teams, such as infrastructure, applications, and network teams, to ensure seamless service delivery.
• Incident Management: Lead the team in managing and resolving incidents, ensuring root cause analysis is performed and lessons are learned.
• Reporting: Prepare and present regular reports on service desk performance, trends, and key metrics to senior management.
• Staff Development: Support the professional development of team members through coaching, training, and performance reviews.
• Resource Management: Manage staffing levels, including rota planning and holiday management, to ensure adequate service desk coverage at all times.
• Compliance and Security: Ensure all service desk activities are in compliance with company policies, procedures, and IT security standards.

Required Skills and Experience:

• Proven experience in a similar IT Service Desk Team Leader or supervisory role.
• Strong technical knowledge in IT support, including hardware, software, networking, and cloud-based solutions.
• Excellent leadership and team management skills, with a focus on developing and motivating a high-performing team.
• Strong understanding of ITIL best practices and experience with IT service management tools.
• Ability to handle high-pressure situations and make decisions quickly.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, with the ability to liaise effectively with stakeholders at all levels.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Experience in incident management and root cause analysis.
• Understanding of data protection, cybersecurity, and compliance requirements.
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft) are advantageous.

Education and Qualifications:

• A degree in Computer Science, Information Technology, or a related field is preferred, but not essential with equivalent experience.
• Professional certifications in IT service management (e.g., ITIL) are highly desirable.

Benefits:

• Competitive salary and bonus scheme
• Pension scheme
• Health and wellness benefits
• Professional development and training opportunities
• 25+ days holiday plus bank holidays

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure