Service Desk Team Leader

Hybrid working, 3 days per week in London Bridge

We’re looking for a Service Desk Team Leader to join our talented Service Management team. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

What You'll Do

· Provide Day-to-day management of the Service Desk function for a subset of customers

· Performance manage 1st line support technicians including staff appraisals, objective setting and 1:1 reviews.

· Drive the meeting of customer SLAs and an exceptional customer service,

· Ensure tickets are logged accurately and call queues are managed efficiently,

· Discover and diagnose customer issues effectively

· Undertake a weekly review of team call queues

· Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities

· Ensure all staff have appropriate training and develop personal development plans to meet future requirements

· Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts

· Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices

· Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

Experience Required

· Strong background in IT support, with experience of line managing other support engineers

· Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes

· Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability

· Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support

· Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations

· A team motivator – brings positivity and energy to those around them, helping to foster a high-performance culture

· Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things

· Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels

· Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail

· Calm, professional and composed under pressure – leads by example and instils confidence in others