Team Leader - IT Service Desk
Find out more about this role by reading the information below, then apply to be considered.
Location
London
Business Area
Engineering and CTO
Ref #
10054201
Description & Requirements
The RoleWe're looking for a London based Team Leader to lead our EMEA Service Desk, within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistent, high-quality employee experience.
You will combine strong people leadership with technical and operational expertise, demonstrating end-to-end ownership, acting early on risk and using data, learning and root cause analysis to prevent repeat issues. You will work as part of one ETS team, partnering across Support, Engineering, Infrastructure and Product to improve tools, processes and service outcomes.
We'll Trust You To- Lead, coach and develop a high performing Service Desk team, creating shared accountability and continuous learning- Manage workload, escalations and service performance, with the employee experience at the center of decision making- Act as an escalation point for complex technical and operational issues, ensuring issues are fully diagnosed and followed through to resolution- Identify recurring issues, knowledge gaps, reuse learning and drive root cause fixes that reduce repeat demand- Act early on operational risks and communicate clearly with employees, stakeholders and partner teams- Drive knowledge, self-service, automation and process standardisation to improve service quality and efficiency- Partner effectively across ETS, Engineering, Infrastructure and Product, sharing context and ownership- Use service data to identify improvement opportunities and influence changes to tools, processes and policy- Maintain strong governance across tickets, documentation, procedures and service management practices- Support recruitment, resource planning and an inclusive, accountable team cultureYou'll Need To Have- 5+ years' experience in IT support or service delivery, including 1+ year in a leadership role- Proven experience coaching, developing and performance managing technical support teams- Strong understanding of incident, request, problem, change and knowledge management practices- Strong enterprise technology knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security- Strong judgement, problem solving, communication and stakeholder management skills- A track record of operating independently, taking end-to-end ownership and influencing improvements beyond your immediate team- Experience managing SLAs, KPIs, escalations and operational performance- Experience working successfully in a global, cross-functional support environment We'd Love To See- ITIL v4 Foundation certification- Experience delivering automation, self-service or workflow improvements- Experience partnering with Product and Engineering teams- Experience supporting a global 24/7 service modelIf indicated, please note that years of experience are a guide; we will consider applications from all candidates who can demonstrate the skills necessary for the role. xohmjla
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Team Leader - IT Service Desk in Vauxhall 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.
