Service Team Lead in Bristol

We are looking for a Service Team Lead who will be responsible for the effective operation of Intelliscape’s Service Desk function, with a primary focus on ticket management, SLA performance and customer satisfaction. The role will support Intelliscape’s commitments to Local Authority customers and enforcement operations where service availability and integrity are critical.

The Service Team Lead is responsible for the operational performance of the Service, ensuring that all incidents, service requests and problems are managed efficiently, consistently and in line with agreed processes and service level targets. This role focuses on tickets, SLA performance, operational reporting and team leadership, providing accurate and timely operational insight to Service Managers and stakeholders. It does not own customer relationships, budgets or contractual outcomes.

Location and working pattern: Bristol, Hybrid – home and office 2/3 split

Responsibilities

• Service Operations & Ticket Management: Own the end-to-end ticket lifecycle, ensuring all incidents, service requests and problems are logged, categorised, prioritised and progressed correctly. Ensure tickets are allocated promptly to the appropriate resolver groups and actively managed through to resolution and closure. Maintain high standards of ticket quality, ensuring descriptions, updates, actions and outcomes are clearly recorded and auditable. Monitor Service Desk queues continuously, proactively addressing backlog, ageing tickets and priority breaches.
• SLA Management & Performance Control: Be accountable for SLA compliance across all supported services, including response and resolution targets. Proactively monitor SLA performance, identifying risks to compliance before breaches occur. Lead corrective actions where SLA performance is at risk, including re-prioritisation, escalation or resource coordination. Produce regular SLA and performance reports for internal review and customer governance meetings. Support post-incident and service performance reviews by providing accurate data and analysis. Act as the primary operational escalation point for Service issues, including major or service-impacting incidents. Ensure escalation paths are followed correctly and at the appropriate time. Coordinate communications during major incidents, ensuring customers and internal stakeholders are kept informed with clear, accurate updates. Support structured post-incident reviews, ensuring lessons learned and follow-up actions are recorded and tracked.
• Service Governance & Process: Ensure Service activities operate in line with agreed processes, policies and service management best practice. Drive consistency in fault categorisation, prioritisation and resolution approaches across the team. Support the continuous improvement of Service processes, tooling and reporting. Work closely with Technical Support, Engineering and Field teams to ensure effective handover, resolution and feedback loops. Provide day-to-day leadership to Service Desk analysts and Implementation Engineers, setting clear expectations and performance standards. Coach and support team members to improve ticket handling quality, customer communication and technical understanding. Support training and onboarding of new staff. Workload planning to ensure adequate coverage during business hours and key operational periods. Ensure customers experience consistent, clear and professional communication. Support service review meetings by presenting Service Desk performance data, trends and improvement actions. Build constructive working relationships with internal and external stakeholders to support effective incident resolution. Ensure our customers experience a consistently good service throughout the incident management process.

Qualifications

• Proven experience in a Service Desk, Service Operations or Incident Management role.
• Strong understanding of incident, problem and request management concepts.
• Demonstrable experience of SLA management and performance reporting.
• Demonstrable organisational skills with the ability to manage competing priorities.
• Proven communication skills, preferably with external customers.
• Proven experience in escalation and decision-making in time-critical situations.
• Leadership roles in either line management or coaching / mentoring.
• Experience working with Local Authorities or within the Intelligent Transport industry.
• Familiarity with ticketing tools and reporting mechanisms.
• Practical experience / exposure to ITIL framework.
• Experience in commercial and operational accountability.

Personal Characteristics

• Passionate about great service.
• Curious.
• Focused with an eye for detail.
• Great communicator, verbally and in writing.
• Calm under pressure.

We’re always looking for talented, flexible, and creative people to bring their best to Intelliscape. In return we offer generous rewards, a fantastic work/life balance, and excellent career and training opportunities for everyone who joins.

Benefits

• Hybrid/flexible working arrangements.
• 25 days’ annual leave, plus bank holidays.
• Holiday buy and sell scheme.
• Up to 16 days flexi leave accrual a year.
• Reservists in the Armed Forces receive special paid leave.
• Private medical health insurance & Employee Assistance Program.
• Discretionary All Staff Bonus.
• Group Pension Plan of up to 5% employer contribution.
• Cycle to work scheme.
• Sports & Social activities.
• Life assurance policy.
• Publication and recruitment bonus rewards.