Service Desk Team LeaderManchester - Hybrid£40,000 - £45,000Lorien is recruiting a Service Desk Team Leader for a large gaming development company in Manchester. This role offers an experienced professional the chance to lead a team, manage service delivery, and drive improvements in a dynamic, supportive environment. Lead a team of Service Desk Analysts, ensuring top-tier service for 1000 multi-site users. Key Responsibilities:Service Desk Ownership: Manage all incoming tickets and uphold high service levels.Team Leadership: Lead, develop, and appraise Service Desk Analysts.Service Improvement: Drive continuous improvement via ITIL, training, and 24/7 team collaboration.SLA Management: Monitor SLAs, report on targets, and optimise performance (balancing data with team support).Support Delivery: Provide remote and face-to-face troubleshooting.Required Skills:Proven Service Desk Experience: Solid background, ideally with team leadership.ITIL Familiarity: Good understanding for continuous improvement.ITSM Tool Proficiency: Experience with tools like Solarwinds Service Desk, ServiceNow, FreshDesk, or similar.SLA-Driven Mindset: Ability to work to SLAs, understanding key metrics.Strong Communication andamp; Diagnostic Skills: Crucial for remote support and team cohesion.Innovative Approach: Valued for new ideas; freedom to implement improvements.Benefits:Freedom to implement ideas and contribute to process improvements.Join a friendly, supportive, and collaborative team.Competiti