b Overview /b p As Team Leader for the London-based IT Service Desk, you will guide a high-performing ETS team to deliver reliable employee IT support across EMEA. You’ll own service delivery, governance and escalations, driving continuous learning and root-cause fixes. You’ll collaborate with Engineering, Infrastructure and Product to improve tools, processes and outcomes. This role combines leadership with hands-on operational excellence to ensure a superior employee experience and scalable support. You’ll influence improvements through data and proactive risk management. /p b Responsibilities /b ul li Lead and coach a high-performing Service Desk team with shared accountability and continuous learning /li li Manage workload, escalations and service performance focusing on employee experience /li li Act as escalation point for complex issues and ensure complete diagnosis and resolution /li li Identify recurring issues, close knowledge gaps, and drive root-cause fixes to reduce repeat demand /li li Proactively manage operational risks and communicate with employees, stakeholders and partner teams /li li Drive knowledge, self-service, automation and process standardisation to improve quality and efficiency /li li Collaborate across ETS, Engineering, Infrastructure and Product to share context and ownership /li li Use service data to identify improvements and influence changes to tools, processes and policy /li li Maintain governance across tickets, documentation, procedures and service management practices /li li Assist with recruitment, resource planning and fostering an inclusive team culture /li /ul b Key requirements /b ul li 5+ years in IT support or service delivery /li li 1+ year in a leadership role /li li Experience coaching and performance managing technical support teams /li li Strong understanding of incident, request, problem, change and knowledge management /li li Solid enterprise tech knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security /li li Strong judgement, problem solving, communication and stakeholder management /li li Track record of end-to-end ownership and improving beyond the immediate team /li li Experience managing SLAs, KPIs, escalations and operational performance /li li Experience in a global, cross-functional support environment /li /ul ul li leadership /li li communication /li li stakeholder management /li li ITIL v4 (preferred) /li li incident management /li li change management /li /ul
Team Leader - IT Service Desk employer: Bloomberg
Bloomberg is an exceptional employer, offering a dynamic work environment in London where innovation and collaboration thrive. As a Senior Physical Security Technology Specialist, you will benefit from a culture that prioritises professional growth, with opportunities to lead impactful projects across the EMEA region while working alongside a team of dedicated security professionals. With a commitment to employee development and a focus on cutting-edge technology, Bloomberg provides a rewarding career path for those looking to make a meaningful impact in the security industry.
