Service Desk Team Lead – Milton Keynes

Company: Makita UK

Location: 5 days a week on-site in Milton Keynes

About Makita:
Makita is a global leader in providing innovative power tools and outdoor equipment, trusted by professionals worldwide. Our mission is to design and deliver high-quality products that empower industries such as construction, woodworking, and landscaping.

Why Join Makita UK?

·         A Brand You Can Trust: Join a global leader in high-performance power tools and outdoor equipment.

·         Career Development: We believe in developing our people. With Makita, you’ll have access to ongoing training, career growth opportunities, and support to help you reach your full potential.

·         Work-Life Balance: We offer competitive salaries, benefits, and the opportunity to work with a team that values collaboration and flexibility.

·         Be Part of the Team: Our culture is innovation, and a commitment to excellence—everything we do is driven by our commitment to our customers and products.

Role Overview:

Makita UK is seeking a highly skilled and motivated Service Desk Team Lead to oversee the daily operations of our IT service desk team. In this crucial role, you will ensure that we deliver efficient, high-quality support to our end-users while maintaining customer satisfaction. You will manage team performance, handle escalated issues, and collaborate with other IT departments to enhance our service delivery. Your leadership will help to implement best practices, drive continuous improvements, and ensure compliance with company policies and ITIL standards.

What you will be doing:

– Supervise and lead the service desk team, providing guidance, training, and support.

– Monitor and manage service desk performance metrics to ensure SLAs are met.

– Handle escalated issues and provide prompt, effective resolutions.

– Collaborate with other IT departments to ensure seamless support and service delivery.

– Develop and maintain service desk documentation, including procedures and knowledge base articles.

– Conduct regular team meetings and performance reviews to foster a supportive and productive environment.

– Identify areas for improvement and implement effective process enhancements.

What we are looking for:

– Proven experience in a service desk or IT support role in a supervisory or team lead position.

– Strong leadership capabilities with a focus on team management and development.

– Excellent communication and interpersonal skills for effective stakeholder engagement.

– Proficient in IT service management tools and software.

– Solid understanding of ITIL principles and best practices.

– Strong problem-solving abilities, with a focus on delivering timely solutions.

– Ability to work under pressure while managing multiple priorities and meeting SLAs.

What we offer:

– Competitive salary and annual reviews.

– Opportunities for professional development and training.

– A supportive and dynamic work environment.

At Makita UK, we pride ourselves on fostering a diverse and inclusive workplace. We welcome applications from all individuals, regardless of background or identity.

To apply, please send your CV by clicking Apply. We look forward to hearing from you!