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IT Service Desk Team Lead
Job summary
A leading electrical wholesaler in the UK is seeking an IT Service Desk Team Lead to manage a team in Durham. This role focuses on improving customer satisfaction and process efficiency while integrating new technologies. The ideal candidate will have experience in team management and a strong background in IT service delivery. Hybrid working arrangements are available, with a requirement to be in the office three days a week.
Qualifications
- Experience managing an IT Service Desk team.
- Proven ability to improve processes and customer satisfaction.
- Strong knowledge of Incident and Service Management.
Responsibilities
- Manage a team of Service Desk analysts and oversee daily operations.
- Ensure timely resolution of incidents and adherence to quality standards.
- Provide technical guidance and collaborate during major incidents.
Skills
Join one of the UK’s largest electrical wholesalers as we reimagine our technology for the digital age. We’re modernising our legacy systems and building new platforms powered by AWS and AI — and we need creative minds to help us shape the future!
We have a fantastic opportunity for a forward thinking, customer focused, technically minded IT Service Desk Team Lead to join our Service Operation team based in Durham.
You’d be joining us at an exciting time where we are actively maturing our processes, introducing new technology and adopting a much more end user focused experience.
The IT Service Desk are the face of IT with responsibility for raising, triaging and managing Incident, Service Request and Procurement tickets, as well as providing 1st Line support on a wide range of systems, applications and devices across UK, Ireland, Spain and Netherlands.
As an IT Service Desk Team Lead, you will manage a team of Service Desk analysts, oversee daily operations, and ensure customer satisfaction meets the standards required. This role involves handling escalations, providing technical guidance, and improving processes through data analysis and training.
The ideal candidate will have a keen eye for identifying areas for automation and use of AI to reduce burden on Service Desk, whilst delivering value back to the end-user community.
- Excellent Team Management and Leadership Qualities with experience managing, coaching and supporting IT service desk staff
- Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards.
- Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards like ITIL.
- Develop team skills and implement targeted training to strengthen technical expertise and cross-team collaboration.
- Uphold policy and security compliance, act as technical escalation point, and collaborate with the Incident Manager during major incidents and CAB activities.
- Intro call with our Talent Team — 30 mins
- 1st stage interview with Hiring Managers (Microsoft Teams) — 60 mins
- 2nd stage interview with Senior Leadership & Hiring Managers (Onsite - Durham) — 60 mins
The role will be based in our award-winning IT and Marketing office, based on the outskirts of Durham found here.
Hybrid working patterns are in place, with the nature of the role there will be an expectation of being in the office 3 days per week.
Business travel may be required from time to time as part of this role.
Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world-leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia.
Our IT and digital teams are driving the next chapter of our journey... Re-engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences.
Our teams are distributed across the UK, USA, Canada, Spain and Australia. Our culture is collaborative, forward-thinking and people-focused — where your ideas and contributions genuinely matter.
City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry. We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology. We need talented and creative people across all areas to join us in rearchitecting our forward thinking business over the next few years and beyond as we evolve.
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If you’re excited by technology, value collaboration and want to make a genuine impact, we’d love to hear from you. Click Apply to get started!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.