Service Desk Team Leader - 55,000 - 65,000 + Benefits Our client is a Global market-leader and they are seeking an experienced IT Service Desk Team Leader, to lead the service desk function. Salary: 60,000 - 65,000 Benefits: Excellent Benefits / Bonus Location: Kings Langey (WD4) Hertfordshire The ideal Support Engineer will be responsible for the day-to-day management of the Helpdesk function, ensuring high levels of customer satisfaction, technical excellence, and service delivery performance. Acting as the senior technical escalation point, you will provide guidance and support on complex issues whilst helping to drive continuous improvement across people, processes, and technology. The Service Desk specialist will be responsible with the following: Lead, mentor and support the IT Service Desk to deliver consistent, high-quality support Oversee incident, service requests, and problem management processes in line with ITIL best practices Monitor and report on service performance against SLAs and KPIs Drive continuous improvement of service desk processes, tools and user experience Act as an escalation point for complex or high-priority incidents Collaborate with infrastructure, applications, and security teams to resolve issues efficiently Manage service desk tooling (e.g., ticketing systems (JIRA), knowledge base platforms (Confluence Documentation of processes, procedures, and known errors Manage and maintain a fleet of Audio-Visual equipment across national and ..... full job details .....