At a Glance
- Tasks: Lead a dynamic team to enhance IT service delivery and customer satisfaction.
- Company: Join a forward-thinking organisation committed to operational excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Office-based role with opportunities for growth and skill development.
- Why this job: Make a real impact by driving service improvements and mentoring future tech leaders.
- Qualifications: Experience in IT support leadership and a strong grasp of ITIL principles.
The predicted salary is between 40000 - 50000 £ per year.
Service Desk Team Leader
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 will coach and support engineers, improve ticket quality, reduce aged tickets, and ensure outstanding customer service.
Office based – 5 days a week
The Role
You will 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 will 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 Team Leader, Senior Service Desk or IT Support leadership role.
- Strong understanding of IT Service Desk operations and ticket management.
- Experience coaching and developing technical teams.
- Good knowledge of ITIL principles and service management best practice.
- Excellent communication, organisational and problem‑solving skills.
- A proactive, customer‑focused approach with the ability to lead by example.
We are an equal opportunities organization.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Thatcham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Proactive Appointments. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Proactive Appointments before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Lead in Thatcham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Proactive Appointments:Your cover letter is your chance to shine! Tell us why you want to work at Proactive Appointments specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Proactive Appointments!
How to prepare for a job interview at Proactive Appointments
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
