Service Desk Team Lead

Service Desk Team Leader

Our client is looking for an experienced Service Desk Team Leader to drive operational excellence across their IT Service Desk. This is a hands-on leadership role where you'll coach and support engineers, improve ticket quality, reduce aged tickets, and ensure outstanding customer service.

Office based - 5 days a week

The Role

You'll be responsible for leading the day-to-day performance of the Service Desk, promoting accountability, ownership and best practice across the team. Acting as the first point of escalation, you'll work closely with technical teams to ensure incidents are managed efficiently and service levels are consistently achieved.

Key Responsibilities

• Lead and support a team of Service Desk Engineers.
• Drive ticket quality, SLA performance and service improvements.
• Coach and mentor engineers to develop technical and customer service skills.
• Manage escalations and coordinate high-priority incidents.
• Work closely with Engineering teams to improve ticket progression and reduce unnecessary escalations.
• Promote ITIL best practices and continuous service improvement.
• Monitor service performance, identify trends and implement improvements.

About You

• Previous experience in a Service Desk Team Leader, Senior Service Desk or IT Support leadership role.
• Strong understanding of IT Service Desk operations and ticket management.
• Experience coaching and developing technical teams.
• Good knowledge of ITIL principles and service management best practice.
• Excellent communication, organisational and problem-solving skills.
• A proactive, customer-focused approach with the ability to lead by example.

If you're passionate about developing people, improving service delivery and creating a high-performing Service Desk, we'd love to hear from you.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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