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