At a Glance
- Tasks: Lead a team of Service Desk Associates to deliver top-notch IT support.
- Company: Join a dynamic company focused on innovation and customer satisfaction.
- Benefits: Enjoy a competitive salary, career development, and a supportive work environment.
- Other info: Embrace a culture of continuous improvement and collaboration.
- Why this job: Make a real impact by improving IT services and leading a passionate team.
- Qualifications: 2+ years in Service Desk leadership with strong ITSM knowledge.
The predicted salary is between 40000 - 50000 € per year.
6-Month Fixed Term Contract
Location: Shirley Office, 3 days a week (with occasional travel)
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
- ServiceNow ITSM Tool
- Background in veterinary or healthcare sectors
- ITIL Foundation, PRINCE2, or equivalent certifications
- Degree in IT, Computer Science, or related field
MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds.
IT Service Desk Team Leader employer: Linnaeus
At MVHE, we pride ourselves on being an exceptional employer, offering a dynamic work environment in our Shirley office where collaboration and innovation thrive. As an IT Service Desk Team Leader, you will not only lead a dedicated team but also benefit from our commitment to employee growth through mentorship and continuous improvement initiatives. With a strong focus on customer satisfaction and a culture that values diversity and inclusion, MVHE provides a rewarding opportunity for those looking to make a meaningful impact in the IT sector.
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 IT world, especially those who might know about openings at companies you're interested in. A personal recommendation can make all the difference!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk leadership. Think about how you’d handle P1 & P2 incidents or improve team performance – this will show you’re ready to hit the ground running!
✨Tip Number 3
Show off your skills! If you’ve got experience with ITSM tools or ITIL frameworks, be sure to highlight that in conversations. We want to see how you can bring value to the team right from the start.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
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 reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant ITSM tools you've worked with. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Desk Team Leader role. Share specific examples of how you've led teams and improved service delivery in the past.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention your problem-solving abilities. We love candidates who can think on their feet and come up with innovative solutions, especially in high-pressure situations like P1 & P2 incident management.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application 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 Linnaeus
✨Know Your Stuff
Make sure you brush up on your ITIL knowledge and any relevant ITSM tools, especially if you have experience with ServiceNow. Be ready to discuss how you've applied these frameworks in your previous roles, as this will show your technical expertise.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific situations where you mentored someone or improved team performance. This will demonstrate your ability to build a high-performing, customer-focused culture.
✨Customer-Centric Mindset
Be ready to talk about how you prioritise customer satisfaction in your service delivery. Share instances where you’ve gone above and beyond to resolve issues or improve processes for users, as this aligns perfectly with the role's focus.
✨Engage with Stakeholders
Think about how you've built relationships with stakeholders in your previous roles. Prepare to discuss how you’ve coordinated with third-party suppliers or internal teams to enhance service delivery, as this is crucial for the position.
