Service Desk Team Leader

15 Months FTC 24/7 Shift Rota in Stockton-on-Tees. Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. As the technological partner for its customers’ key operations, Indra is at the core of their business, guided by four values: Innovation, Trust, Connection, and Foresight.

The Project involves operating and evolving the revenue collection services for Transport for London (TfL), covering ticketing, gating, validation, and payment systems across various transport networks. Indra is establishing a new 24/7 Global Operations Centre in Teesside, North East England, and is building a high-performing Service Desk team.

As Service Desk Team Leader, you will lead a shift team of Level 1 Service Desk Technicians, managing real-time service performance during your shift. You will report to the Service Desk Manager and play a key role in standing up a brand-new 24/7 operation.

Key Responsibilities:

• Provide day-to-day supervision and leadership of a team of Level 1 Service Desk Technicians on a 24/7 shift rota.
• Own real-time queue management across voice and email channels, using the ACD/telephony platform (Genesys Cloud CX).
• Act as first escalation point for complex, urgent, and sensitive contacts; initiate and coordinate major incident escalation procedures when required.
• Run structured shift handovers, ensuring open incidents, ongoing issues, and operational alerts are formally transferred between shifts.
• Monitor team performance against service level targets and drive in-shift corrective action.
• Ensure incidents and service requests are correctly logged, classified, prioritised, and routed in the ITSM platform (IBM Maximo).
• Coach and develop team members; support quality monitoring and ticket quality reviews.
• Champion the knowledge base: ensure articles are used, gaps are reported, and content is kept current.
• Contribute to continuous improvement of processes, call flows, and shift patterns.
• Produce shift reports and contribute to operational and management reporting.

Key Qualifications:

• Proven experience supervising or leading a team in a service desk, help desk, or contact centre environment, ideally 24/7.
• Strong working knowledge of ITSM tooling (e.g. IBM Maximo, ServiceNow, Remedy or similar).
• Experience with ACD/contact centre platforms and real-time queue management.
• Solid understanding of ITIL service operations; ITIL 4 Foundation certification (or willingness to achieve it during onboarding).
• Track record of managing performance against SLAs/KPIs and leading escalation and major incident communication.
• Excellent verbal and written communication and a strong customer service orientation.
• Calm, structured decision-making under pressure; experience running shift handovers is an advantage.
• Flexibility to work a rotating 24/7 shift pattern, including nights, weekends, and Bank Holidays.
• Right to work in the United Kingdom.

Desirable:

• Experience in transport, ticketing/revenue collection, utilities, or other critical national infrastructure environments.
• Experience in service transition or standing up new operations.
• Experience coaching teams through training, certification, or quality frameworks.

Benefits:

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Employee assistance programs.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.