Service Desk Team Leader
Lead a busy IT support function where ticket flow, client communication and team performance matter. This role suits someone with service desk leadership or dispatch experience, strong IT support knowledge and Freshservice proficiency.
If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Desk Manager, Service Desk Manager, Helpdesk Team Leader, IT Support Team Leader, Technical Support Team Leader, Service Desk Lead, Helpdesk Manager, Support Desk Team Leader
Benefits include private healthcare after probation, a pension from day one, 40% off gym membership and a birthday day off.
SALARY: £45,000 to £50,000 per annum (depending on experience) + Benefits
LOCATION: Hybrid / 3 days in the City of London office (Faringdon / Chancery Lane EC1N) and 2 days working from home
JOB TYPE: Full-Time, Permanent
JOB OVERVIEW
This is an excellent opportunity for a Service Desk Team Leader to influence a growing IT support function within a collaborative technology consultancy.
Acting as the central hub for support requests, the Service Desk Team Leader will coordinate ticket flow, client updates, escalations and incident handling against SLAs.
The Service Desk Team Leader also supports team performance through coaching, reviews, absence management and process improvement, helping maintain responsive, accountable service.
DUTIES
Your duties as the Service Desk Team Leader include:
Ticket Prioritisation and Dispatch: Receive, prioritise and assign support tickets according to issue complexity, technician skills, availability and urgency
SLA and Queue Monitoring: Monitor ticket queues, progress and records to support timely resolution and adherence to service level agreements
Client Communication: Gather information, provide timely updates and help ensure client queries are addressed efficiently
Engineer Coordination: Schedule engineer calls and coordinate support activity as required
Frontline Support: Step in to take calls and provide immediate assistance when engineers are unavailable
Incident Management:...
Service Desk Team Leader employer: AWD online Careers
Join a thriving employee-owned manufacturing organisation in Bonnybridge, Falkirk, where your contributions as a Management Accountant will directly impact business performance and operational success. With a strong focus on employee development, a supportive work culture, and flexible working hours, this role offers a unique opportunity to grow within a dynamic team while enjoying the benefits of a collaborative environment. The company's commitment to its employees ensures that you will be valued and empowered to make meaningful decisions in your career.
