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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch IT support and improve service processes.
- Company: Join MVH Europe, a leader in veterinary care with a focus on pets' wellbeing.
- Benefits: Enjoy a competitive salary, wellbeing programs, and opportunities for career growth.
- Other info: Dynamic work environment with a commitment to inclusion and continuous improvement.
- Why this job: Make a real difference in pet care while developing your leadership skills.
- Qualifications: 2+ years in Service Desk leadership and strong IT knowledge required.
The predicted salary is between 40000 - 50000 ÂŁ per year.
6-Month Fixed Term Contract
Location: Shirley Office 3 days a week (with occasional travel)
About MVH Europe
Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such as AniCura and Linnaeus, operating over 500 animal hospitals and clinics across 18 European countries. Together, our teams deliver high-quality, modern veterinary care for companion animals, ensuring peace of mind for pet owners through excellent access and patient safety.
The Role
As Service Desk Team Leader, you will lead a team of approximately 10 Service Desk Associates, ensuring a consistently high standard of IT support while continuously improving processes, tools, and performance. You’ll be responsible for day-to-day operations, P1 & P2 incident management, stakeholder engagement, and delivering a modern, efficient, and customer-focused service desk.
Key Responsibilities
- Leadership & Team Development
- Lead, mentor, and develop a team of Service Desk professionals
- Manage performance, wellbeing, scheduling, and career progression
- Build a collaborative, high-performing, and customer-focused culture
- Service Delivery & Operations
- Oversee daily Service Desk operations, ensuring fast and effective issue resolution
- Monitor ticket volumes and performance against SLAs
- Handle escalations and lead P1 & P2 incident management
- Ensure 100% focus on customer satisfaction
- Continuous Improvement & Strategy
- Identify and implement process improvements and automation opportunities
- Develop service roadmaps aligned to business strategy
- Introduce self-service tools and knowledge management enhancements
- Governance & Best Practice
- Own Incident, Request, and Knowledge Management processes
- Ensure ITIL-aligned service delivery and compliance with governance standards
- Promote cybersecurity awareness and enforce security protocols
- Stakeholder & Supplier Management
- Build strong relationships across IT, central support teams, and business units
- Coordinate with third-party suppliers and internal stakeholders
- Conduct regular service reviews and present performance insights
- Reporting & Analytics
- Track and report on KPIs and service metrics
- Deliver data-driven insights and recommendations to senior leadership
Experience Required
Essential Experience & Knowledge
- At least 2 years’ experience in a Service Desk leadership role
- Strong technical background with ITSM tools and administration
- Solid understanding of ITIL and service management frameworks
Skills & Attributes
- Proven leadership and team management ability
- Excellent problem-solving and decision-making skills
- Strong communication skills (written and verbal)
- A proactive, continuous improvement mindset
- Customer-first approach (“clinic-first” mindset)
Desirable
- Experience managing remote teams
- Service Now ITSM Tool
- Background in veterinary or healthcare sectors
- ITIL Foundation, PRINCE2, or equivalent certifications
- Degree in IT, Computer Science, or related field
If this sounds like you: Please contact Christina Scimeca, Group Corporate Recruiter, who is happy to tell you more about this opportunity and the recruitment process. Or apply by submitting your resume through the apply button below.
MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds.
Internal Candidates/Associates: If you are interested in this position, please reach out to the Corporate Recruiter to understand the internal recruitment.
IT Service Desk Team Leader employer: Linnaeus Veterinary
Contact Detail:
Linnaeus Veterinary Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the veterinary or IT sectors. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by researching MVH Europe and its brands. Understand their mission and values, especially their commitment to creating a better world for pets. This will help you align your answers with their culture during the interview.
✨Tip Number 3
Show off your leadership skills! Be ready to discuss specific examples of how you've led teams, improved processes, or enhanced customer satisfaction in previous roles. This is key for the Service Desk Team Leader position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the MVH Europe family and contributing to their mission.
We think you need these skills to ace IT Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Service Desk Team Leader. Highlight your leadership experience and any relevant ITIL knowledge. We want to see how your skills align with our mission to deliver exceptional outcomes in veterinary care.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for IT service management and how you can contribute to our customer-first approach. Let us know why you're excited about joining MVH Europe and leading our Service Desk team.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your problem-solving skills and ability to improve processes. We love seeing data-driven results, so if you've led a project that enhanced service delivery, shout about it!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your details and get you into our system quickly. Plus, it shows you’re keen to join our team at MVH Europe!
How to prepare for a job interview at Linnaeus Veterinary
✨Know Your Stuff
Make sure you brush up on your ITIL knowledge and service management frameworks. Familiarise yourself with the specific tools MVH Europe uses, especially if they mention ITSM tools like Service Now. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, particularly in a Service Desk environment. Think about times when you mentored team members or improved processes. This is your chance to demonstrate your leadership style and how you can build a high-performing, customer-focused culture.
✨Customer-Centric Mindset
MVH Europe emphasises a 'clinic-first' approach, so be ready to discuss how you've prioritised customer satisfaction in your previous roles. Share specific instances where you resolved issues quickly and effectively, ensuring a positive experience for users.
✨Engage with Stakeholders
Since the role involves stakeholder engagement, think about how you've built relationships in past positions. Be prepared to talk about how you’ve coordinated with different teams or third-party suppliers to enhance service delivery. This will highlight your collaborative skills and ability to manage expectations.