IT Service Desk Team Leader
Department: Service Operations
Employment Type: Permanent
Location: Shoreham-by-Sea
Compensation: £36,500 - £40,000 / year
Description
Location: Shoreham-by-Sea (Hybrid)
Salary: Competitive
Contract: Permanent
Focus Group is looking for an experienced Service Desk Team Leader to join our Operations team and play a key role in delivering an exceptional support experience for our customers.
This is an exciting opportunity for a people-focused leader who thrives in a fast-paced service environment and is passionate about coaching teams, driving performance, and continuously improving customer outcomes.
Reporting to the Service Desk Manager, you'll be responsible for the day-to-day leadership of a team of Service Desk Engineers, ensuring service levels are achieved, customer satisfaction remains high, and team members receive the support and development they need to succeed.
Key Responsibilities
As a Service Desk Team Leader, you'll oversee the operational performance of your team, ensuring tickets are managed effectively, workloads are balanced, and customers receive a consistently high standard of service.
You'll act as a key escalation point, support team development, drive service improvements, and work closely with wider operational teams to ensure a seamless customer experience.
This role combines people leadership, operational management, customer service excellence, and performance improvement within a busy and rewarding environment.
- Lead, manage, and develop a team of Service Desk Engineers.
- Oversee day-to-day service desk operations, ensuring service levels and KPIs are consistently achieved.
- Manage annual leave, absence tracking, shift rotas, and workforce planning.
- Monitor ticket queues and ensure workloads are distributed effectively across the team.
- Drive performance against key metrics including response times, resolution times, customer updates, and call handling targets.
- Act as an escalation point for customer issues and service-related concerns.
- Work closely with Senior Engineers to ensure technical escalations are managed effectively.
- Ensure smooth handovers between day and night support teams.
- Review customer feedback and investigate negative CSAT responses, implementing improvement plans where required.
- Deliver regular team meetings, coaching sessions, and performance reviews.
- Identify training and development opportunities through ticket and performance analysis.
- Promote a culture of continuous improvement and customer excellence.
- Monitor ticket quality and ensure adherence to documented processes and quality standards.
- Build strong relationships with key stakeholders across Operations and the wider business.
- Keep Service Desk Managers informed of major incidents, escalations, and support requirements.
Skills, Knowledge & Expertise
Essential Skills & Experience
- Previous experience in a Service Desk Team Leader, Helpdesk Team Leader, or similar support leadership role.
- Proven ability to lead, motivate, and develop customer support or technical support teams.
- Experience working within a KPI-driven service environment.
- Strong understanding of service desk operations and ticket management processes.
- Excellent organisational and workload management skills.
- Ability to delegate tasks effectively and fairly across a team.
- Strong analytical and problem-solving capabilities.
- Excellent written and verbal communication skills.
- Confidence in handling escalations and difficult customer situations.
- Ability to remain calm and composed under pressure.
- Strong attention to detail and commitment to service quality.
- Adaptable and able to lead teams through change and process improvements.
- Customer-centric mindset with a passion for delivering exceptional service.
You'll play a key role in driving performance against important service metrics, including:
Job Benefits
- Holiday Allowance - 24 days + bank holidays + birthday leave.
- Hybrid working options - performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day * regular charity events.
- Wider company benefits across health, financial wellbeing, Pension etc.
Internal job reference: Specialist/Team Leader
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IT Service Desk Team Leader in Shoreham-by-Sea employer: Focus Group
Focus Group is an exceptional employer that fosters a collaborative and innovative work culture, where your expertise in networking and security will be valued and nurtured. With opportunities for professional growth through mentorship and hands-on project involvement across the UK, you will play a pivotal role in shaping cutting-edge solutions while enjoying a competitive salary and flexible hybrid working arrangements.
