Contract Service Desk Lead

Spectrum IT are working with a large national UK client to recruit a Contract Service Desk Lead to join them on an initial 3-6 month contract. This is an onsite role working 4 days per week in the Portsmouth, Hampshire office. (Occasional London head office travel.) The role will be engagement via an Umbrella company only. Our client are seeking a highly skilled and proactive Service Desk Team Lead to manage service delivery and support buisness wide IT Support. This roles centres on leading and managing a small team of Service Desk Analysts, overseeing day-to-day operations, ensuring high levels of teamwork and professionalism, driving results, and maintaining a strong work ethic to meet and exceed agreed performance targets. Ultimately this role is a balance between hands on technical support and being part of the team and team leadership, driving a culture of best practice and motivating the service desk team. Key Responsibilities: • Act as the main escalation point for the Level 1 and Level 2 Service Desk team, providing guidance and resolution support for complex technical and operational issues. • Lead and support a small team of Service Desk Analysts, including managing workloads, performance, sickness, holiday, and other absence to maintain service continuity. • Foster a positive team culture, ensuring high work ethics, collaboration, and consistent achievement of targets. • Build and maintain strong professional relationships with area managers and internal stakeholders • Lead and deliver training sessions to upskill team members and stakeholders on systems, tools, and processes. • Execute SQL queries and tasks to generate, validate, and analyse sales data. • Manage system builds and deployments (Windows 11) for upgrades and replacements. • Oversee asset management processes, ensuring accurate tracking and lifecycle management of IT equipment. • Conduct regular ticket quality reviews to maintain high service standards and compliance. • Coordinate and schedule engineer visits for hardware, networking, and infrastructure needs. • Provide hands-on technical support for network infrastructure including routers, switches, Active Directory, DHCP, and related services. Skills & Experience: • Proven experience in a Service Desk leadership role or similar IT support management position. • Experience managing a small team, including absence management, performance reviews, and driving target achievement. • Strong understanding of IT service management principles, ideally with ITIL knowledge or certification. • Proficiency in SQL for data extraction and analysis. • Hands-on technical experience with Windows OS builds (including Windows 11), networking hardware, and Microsoft infrastructure services (AD, DHCP). • Excellent stakeholder management and communication skills, with experience engaging senior non-technical audiences. • Strong organisational skills with the ability to prioritise and manage multiple tasks in a fast-paced environment. • Experience in asset management systems and service desk tools. For more information and to submit your interest, please apply with an updated CV. Candidates for this role must be within a commutable distance of Portsmouth due to the 4 days on site weekly requirement. Spectrum IT Recruitment (South) Limited is acting as an Employment Business in relation to this vacancy.