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- Tasks: Lead a team of service desk technicians and ensure high customer satisfaction.
- Company: Join a nationwide workplace technology provider focused on innovation and service excellence.
- Benefits: Enjoy hybrid work, 23+ days holiday, healthcare cash plan, and employee perks.
- Why this job: Step into a leadership role in a fast-paced environment where you can make a real impact.
- Qualifications: Experience in leading a service desk team is essential; IT support background is a plus.
- Other info: This role offers career progression and opportunities for personal development.
Are you a Service Desk looking for an opportunity to lead a team, drive service improvements, and work in a fast-paced, customer-focused environment?
My client, a nationwide workplace technology provider, is looking for a Service Desk Lead to oversee the daily operations of their IT and telecoms helpdesk. This is a key role in ensuring efficient incident management, high customer satisfaction, and continuous service improvement.
Daily Duties:
- Leading & mentoring a team of service desk technicians.
- Ensuring service levels (SLAs) are met, with a focus on quick response times.
- Monitoring helpdesk performance, and identifying areas for improvement.
- Managing incident resolution and escalating complex issues when necessary.
- Developing and maintaining a knowledge base for common issues.
- Providing regular reports on service desk metrics and trends.
- Liaising with key stakeholders and ensuring a high level of customer service.
Role Requirements:
- Proven experience leading a Service Desk or IT Support Team.
- Ability to manage workloads, prioritise issues, and improve service delivery.
- Strong customer service and stakeholder management skills.
- A background in IT support is ideal but not essential - leadership experience is the priority.
- ITIL certification is desirable but not required.
Company Benefits:
- Career progression & development opportunities
- 23 days' holiday + bank holidays (rising to 28 days after 5 years)
- Healthcare cash plan (covering opticians, dentists, etc.)
- Pension scheme & death in service benefit
- Employee perks & discount platform
- Cycle-to-work scheme
- Volunteer days & referral bonuses
- Enhanced maternity & paternity scheme
This is a fantastic opportunity to step into a leadership role within a growing, technology-driven company. If you're ready to take on a high-impact role where you can make a difference, get in touch today!
Service Desk Lead employer: In Technology Group
Contact Detail:
In Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management and customer support. This will not only help you understand the role better but also allow you to discuss relevant improvements and innovations during your interview.
✨Tip Number 2
Prepare examples of how you've successfully led a team or improved service delivery in your previous roles. Be ready to share specific metrics or outcomes that demonstrate your impact, as this will showcase your leadership capabilities.
✨Tip Number 3
Research the company’s current service desk operations and identify potential areas for improvement. Bringing these insights to the table during your discussions can set you apart as a proactive candidate who is genuinely interested in the role.
✨Tip Number 4
Network with professionals in the IT support field, especially those who have experience in leadership roles. They can provide valuable insights and tips on what to expect in the interview process and how to excel in the position.
We think you need these skills to ace Service Desk Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and any relevant IT support skills. Use keywords from the job description, such as 'service desk', 'incident management', and 'customer service' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and explain how your previous experience aligns with the responsibilities of a Service Desk Lead. Mention specific examples of how you've improved service delivery or led a team in the past.
Showcase Relevant Skills: Emphasise your ability to manage workloads and prioritise issues effectively. Highlight any experience you have with ITIL practices, even if you don't have formal certification, as this can demonstrate your understanding of service management.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep your application top of mind for the hiring team.
How to prepare for a job interview at In Technology Group
✨Showcase Your Leadership Skills
As a Service Desk Lead, your ability to lead and mentor a team is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a positive work environment.
✨Demonstrate Customer Focus
Highlight your experience in delivering excellent customer service. Be ready to discuss specific instances where you've resolved customer issues effectively and how you ensure high satisfaction levels.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to service desks, such as SLAs and incident resolution times. Be prepared to discuss how you've used metrics to drive improvements in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about common challenges faced in service desk environments and how you would handle them, especially regarding escalations and complex issues.
