About

We are looking for a motivated and experienced Lead Service Desk Engineer to join our clients team. The role is ideal for someone who is passionate about delivering exceptional customer service, leading teams and ensuring IT operations run smoothly and efficiently.As the Lead Service Desk Engineer, you will be responsible for maintaining the highest levels of customer satisfaction, ensuring SLAs are consistently met and managing day-to-day operations of the service desk team. You will oversee task delegation, scheduling, ticket resolution and process optimisation, while also providing hands-on technical support to clients both remotely and on site. Key Responsibilities Manage the help/service desk team, including scheduling, task delegation and performance management.Ensure excellent customer satisfaction by handling escalations and delivering timely, effective solutions.Monitor and ensure all SLAs are achieved, maintaining consistent and high-quality ticket resolution.Work closely with management to update and improve service desk processes for greater efficiency and client satisfaction.Resolve support tickets alongside the service desk team providing support via phone, email, in-person and remote tools.Travel to customer sites as required to provide hands-on support.Identify and implement improvements to IT infrastructure security and efficiency.Carry out occasional cabling work on customer sites.Manage tools, equipment and reporting to ensure all resources meet operational standards.Work flexibly to support our clients objectives, including occasional evening or weekend work when required.Perform other duties as assigned by management to meet business needs.Requirements Strong focus on customer satisfaction, with the ability to lead a team to achieve outs