At a Glance
- Tasks: Lead and support a team to enhance IT service delivery and customer satisfaction.
- Company: Dynamic IT company focused on operational excellence and team development.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Office-based role with a focus on teamwork and continuous improvement.
- Why this job: Make a real impact by leading a team and improving service quality.
- Qualifications: Experience in service desk leadership and strong coaching skills.
The predicted salary is between 35000 - 45000 £ per year.
Our client is looking for an experienced Service Desk Team Leader to drive operational excellence across their IT Service Desk. This is a hands-on leadership role where you'll coach and support engineers, improve ticket quality, reduce aged tickets, and ensure outstanding customer service. Office based - 5 days a week.
The Role
You'll be responsible for leading the day-to-day performance of the Service Desk, promoting accountability, ownership and best practice across the team. Acting as the first point of escalation, you'll work closely with technical teams to ensure incidents are managed efficiently and service levels are consistently achieved.
Key Responsibilities
- Lead and support a team of Service Desk Engineers.
- Drive ticket quality, SLA performance and service improvements.
- Coach and mentor engineers to develop technical and customer service skills.
- Manage escalations and coordinate high-priority incidents.
- Work closely with Engineering teams to improve ticket progression and reduce unnecessary escalations.
- Promote ITIL best practices and continuous service improvement.
- Monitor service performance, identify trends and implement improvements.
About You
Previous experience in a Service Desk...
Service Desk Team Lead employer: Proactive Appointments
As a Service Desk Team Leader at our client’s company, you will thrive in a dynamic and supportive work environment that prioritises employee development and operational excellence. With a strong focus on coaching and mentoring, you will have the opportunity to enhance your leadership skills while contributing to a culture of accountability and continuous improvement. Located in a vibrant office setting, this role offers a unique chance to make a meaningful impact on service delivery and customer satisfaction, all while being part of a dedicated team committed to achieving outstanding results.
