Service Desk Team Lead

Bedford, Up to £42K plus benefits
Reference: RC5624

Service Desk team lead is required to manage the day to day operations of the Service Desk for a buoyant financial services organisation based in Bedford. This role will see you leading and developing a team of analysts and acting as the first point of escalation for the IT team and wider staff.



  • Maintain and develop effective relationships with key stakeholders at all levels of seniority across the Group
  • Work to agreed KPI's: continuously seeking to exceed the KPI’s in place whilst frequently reviewing and adjusting them to ensure alignment with the business objectives of the organisation and the strategy of the wider IT team 
  • Create a culture of learning, knowledge sharing and excellence within the team 


Knowledge and Experience:

  • Proven experience of managing and building a team of multi skilled IT analysts, creating a culture of excellence working within an ITIL Framework providing an excellent client experience 
  • Excellent communication skills, working with internal teams, demanding clients & senior management 
  • Strong background in Microsoft Office 
  • Strong background in Windows 
  • Good understanding of ITIL framework 
  • Strong interpersonal skills 
  • Strong prioritisation skills and ability to follow process 
  • Tactful, diplomatic and able to thrive in an ever-changing environment 
  • Ability to work proactively, under pressure and independently with minimal direction 


Professional Qualifications:    

  • ITIL V3 2011 Foundation Level
  • MCSE or equivalent preferred but not essential


For a full consultation on this highly interesting role, please send your CV to Arc IT.

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