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- Tasks: Lead a dynamic IT Service Desk team and enhance customer support.
- Company: Join a market leader in UK Food Manufacturing with a collaborative culture.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Opportunity for continuous improvement and professional development.
- Why this job: Shape the future of digital services and make a real impact.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 45000 - 50000 £ per year.
K.A.G. Recruitment are delighted to be partnering exclusively with our client, a market leader in UK Food Manufacturing, to recruit a Service Desk Team Leader for their head office based in Birmingham.
Salary: £45,000-£50,000 DOE
Hours: 37.5 per week
Location: Birmingham (B37)
Reporting to: Digital Services Manager
About the Role
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 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Desk Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to IT service management and team leadership. We recommend doing mock interviews with friends or using online platforms to get comfortable talking about your experience and how you can contribute to a high-performing Digital Services team.
✨Tip Number 3
Showcase your passion for IT during interviews! Share specific examples of how you've improved service delivery or led teams in the past. This will help you stand out as someone who not only understands the technical side but also values 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 engage directly with us. So, hit that apply button and let’s get you started on your journey to becoming a Service Desk Team Leader!
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any IT service management knowledge you have, especially if it relates to ITIL principles.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about IT and how your previous roles have prepared you for this Service Desk Team Leader position. Be sure to mention your customer focus and problem-solving abilities!
Showcase Your Achievements: When detailing your work history, focus on specific achievements that demonstrate your ability to lead teams and improve service delivery. Numbers and metrics can really make your application stand out!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being considered. It’s the easiest way for us to keep track of your application and get back to you quickly!
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 your troubleshooting experience and how you've handled incidents in the past. This shows you're not just familiar with the theory but can apply it in real-world situations.
✨Show Your Leadership Skills
As a Service Desk Team Leader, you'll need to motivate and support your team. Prepare examples of how you've led teams before, focusing on how you’ve embedded company values and promoted a positive culture. Highlight any coaching or mentoring experiences you've had.
✨Communicate Clearly
Since this role involves explaining technical issues to non-technical stakeholders, practice articulating complex ideas in simple terms. Think about how you would explain a major incident or a change process to someone without an IT background.
✨Be Proactive and Positive
Demonstrate your proactive mindset by discussing how you've driven continuous improvement in previous roles. Share specific examples of how you've enhanced service delivery or removed blockers for your team. A positive attitude goes a long way!