Service Desk Team Leader

Service Desk Team Leader

Hybrid to Chesterfield or Peterborough

We’re looking for a Service Desk Team Leader who will be accountable for supervising the day-to-day operations of the IT Service Desk team, ensuring timely and effective resolution of incidents and service requests.

This role supports the Service Desk Manager by coordinating team activities, monitoring performance, and acting as an escalation point for complex issues. The Team Leader plays a key role in maintaining service quality, mentoring team members, and driving continuous improvement.

Key Accountabilities & Responsibilities:

• Supervise and coordinate the daily activities of the service desk team to ensure consistent and high-quality support.
• Monitor ticket queues, assign tasks, and ensure incidents and requests are resolved within agreed SLAs.
• Act as the first point of escalation for technical and customer service issues.
• Provide coaching, mentoring, and support to service desk analysts to improve performance and knowledge.
• Conduct regular 1:1s, team meetings, and contribute to performance reviews.
• Ensure accurate documentation of incidents, problems, and resolutions in the ITSM tool.
• Support the onboarding and training of new team members.
• Identify trends in incidents and escalate recurring issues to Problem Management or relevant support teams.
• Assist in maintaining the knowledge base and service desk procedures.
• Contribute to service improvement initiatives and support the implementation of new tools or processes.
• Liaise with other IT teams to ensure effective communication and collaboration.
• Provide input into shift planning, resource allocation, and service reporting.

Skills, Experience & Knowledge:

• Experience working in a service desk or IT support environment.
• Previous experience in a supervisory role with direct reports.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Experience working with SLAs, KPIs, and service reporting.
• Good understanding of ITIL principles and service management practices.
• Knowledge of common enterprise technologies (e.g., Windows, Microsoft 365, VPN, remote support tools).
• Awareness of cybersecurity and data protection best practices.
• Understanding of escalation procedures and incident prioritization.

What we offer in return?

• A collaborative and fast paced work environment
• Health care cash plan
• 24 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service)
• Life Assurance 4x annual salary