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- Tasks: Lead a dynamic IT Service Desk team and enhance customer support.
- Company: Join a forward-thinking company in Birmingham focused on digital transformation.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Opportunity for career growth and travel to various locations.
- Why this job: Shape the future of IT services while growing your leadership skills.
- Qualifications: Experience in IT support and strong interpersonal skills required.
The predicted salary is between 45000 - 50000 £ per year.
This is a hands‑on leadership opportunity where you will guide an IT Service Team, champion high‑quality customer support, and help shape a modern, efficient, and collaborative IT service environment. You will play a key role in improving service delivery, driving best practice, and supporting digital transformation across the business.
Key Responsibilities
- Lead, support, and motivate a high‑performing Digital Services team, embedding company values into daily activity.
- Oversee daily stand‑ups focused on major incidents, ticket progression, and potential breaches.
- Manage team rotas to ensure effective coverage for in‑hours and out‑of‑hours support.
- Take ownership of IT Service Management processes including Incident and change.
- Work with internal teams and external suppliers to remove blockers and enhance service performance.
- Produce and share monthly service dashboards and insights with senior stakeholders.
- Promote automation, efficiency, and continuous improvement within service operations.
- Maintain a skills matrix and support team development through coaching and mentoring.
- Uphold excellent standards of professionalism, empathy, and communication in all service interactions.
- Contribute to digital transformation initiatives and help build a proactive, people‑centred service culture.
About You
You will be passionate about IT, bringing strong troubleshooting experience, customer focus and excellent interpersonal skills. You will have the ability to explain technical issues clearly and work collaboratively as part of a team that values learning, knowledge sharing, and mutual support. Previous experience in IT support is essential, along with an understanding of ITIL and IT service management principles, with ITIL 4 Foundation being particularly advantageous. You will be confident in guiding and supporting teams with an outgoing approach and strong people skills. You will ideally hold an IT‑related degree or equivalent qualifications. Strong analytical, organisational, and problem‑solving abilities, along with a proactive mindset focused on continuous improvement and customer satisfaction, are essential. Additionally, you will be willing to travel to other business or supplier locations when required so a full driving licence is required.
If you’re looking to grow your IT career and help shape the digital workplace of tomorrow, we’d welcome your application. Apply now to become the next Service Desk Team Leader.
Service Desk Team Leader in Birmingham employer: KAG Recruitment Consultancy
Contact Detail:
KAG Recruitment Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who might know about openings for Service Desk Team Leaders. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT service management and team leadership. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your passion for IT during interviews! Share specific examples of how you’ve improved service delivery or led a team to success. This will help you stand out as someone who truly cares about customer satisfaction and team development.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Team Leader in Birmingham
Some tips for your application 🫡
Show Your Passion for IT: When writing your application, let your enthusiasm for IT shine through! Share specific examples of your troubleshooting experience and how you've contributed to customer satisfaction in previous roles. We love seeing candidates who are genuinely excited about technology and helping others.
Highlight Leadership Skills: As a Service Desk Team Leader, you'll be guiding a team, so make sure to emphasise your leadership experience. Talk about how you've motivated teams, managed conflicts, or implemented improvements in service delivery. We want to know how you can inspire others!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to explain your qualifications and experiences, especially when discussing technical issues. We appreciate well-structured applications that make it easy for us to see your fit for the role.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at KAG Recruitment Consultancy
✨Know Your Stuff
Make sure you brush up on ITIL principles and service management processes. Be ready to discuss how you've applied these in your previous roles, especially in troubleshooting and incident management.
✨Show Your Leadership Skills
Prepare examples of how you've led a team or motivated colleagues in the past. Highlight your experience in coaching and mentoring, as this role is all about guiding a high-performing team.
✨Communicate Clearly
Practice explaining technical issues in simple terms. The interviewers will want to see that you can communicate effectively with both technical and non-technical stakeholders.
✨Emphasise Continuous Improvement
Be ready to share your ideas on promoting automation and efficiency within service operations. Discuss any initiatives you've led or been part of that focused on enhancing service delivery.