Wanstor is a leading IT solutions provider with over 22 years of experience. We are seeking a Service Desk Team Lead to join our Service Management team in London on a hybrid basis. This permanent role involves leading the Service Desk for a subset of customers, ensuring SLA delivery and effective incident management, and mentoring the team. You will provide day-to-day management, drive SLA achievement and exceptional customer service, ensure tickets are logged accurately and queues are managed efficiently, diagnose customer issues, perform weekly queue reviews, and lead weekly Service Desk meetings. You will also manage the performance of 1st and 2nd line technicians, conduct staff appraisals and development plans, manage the Service Desk rota (early, late and weekend shifts), and drive continual service improvement across Incident, Change, Problem, Information Security and Knowledgebase practices, owning escalation of high-priority incidents. The ideal candidate has a strong IT support background with 2nd line experience, solid ITIL knowledge, and excellent stakeholder management, communication and organizational skills. This role offers a salary of £40,000 - £45,000 per year and a benefits package in a hybrid London-based setting. What You'll Love: Generous annual leave (24 days, increasing by 1 day each year up to 28 days) plus Bank Holidays; continuous learning opportunities with lunch-and-learn sessions; 5 paid personal development days per year; 2 paid volunteer days per year; and a friendly team with various social events throughout the year.

Wanstor is a leading IT solutions provider with over 22 years of experience. We are seeking a Service Desk Team Lead to join our Service Management team in London on a hybrid basis. This permanent role involves leading the Service Desk for a subset of customers, ensuring SLA delivery and effective incident management, and mentoring the team. You will provide day-to-day management, drive SLA achievement and exceptional customer service, ensure tickets are logged accurately and queues are managed efficiently, diagnose customer issues, perform weekly queue reviews, and lead weekly Service Desk meetings. You will also manage the performance of 1st and 2nd line technicians, conduct staff appraisals and development plans, manage the Service Desk rota (early, late and weekend shifts), and drive continual service improvement across Incident, Change, Problem, Information Security and Knowledgebase practices, owning escalation of high-priority incidents. The ideal candidate has a strong IT support background with 2nd line experience, solid ITIL knowledge, and excellent stakeholder management, communication and organizational skills. This role offers a salary of £40,000 - £45,000 per year and a benefits package in a hybrid London-based setting. What You'll Love: Generous annual leave (24 days, increasing by 1 day each year up to 28 days) plus Bank Holidays; continuous learning opportunities with lunch-and-learn sessions; 5 paid personal development days per year; 2 paid volunteer days per year; and a friendly team with various social events throughout the year.