At a Glance
- Tasks: Lead a dynamic Service Desk team to deliver top-notch customer support.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Enjoy hybrid working, private health insurance, and 25 days holiday plus your birthday off.
- Other info: Be part of a diverse workforce with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing user experience and driving service excellence.
- Qualifications: Experience in IT support and leadership, with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
About the role
This is a FTC role - 6 months initially with view to extend or make Permanent. The Service Desk Team Leader is accountable for the leadership, performance, and day-to‑day operational effectiveness of the Service Desk team. The role ensures the delivery of high-quality, customer‑centric support services through effective people management, service control, process adherence, and continuous improvement. By balancing operational priorities with team development and service excellence, the role plays a key part in maintaining service stability, improving user experience, and driving ongoing maturity within the support function.
Key Responsibilities
- Team Leadership & Management
- Lead, motivate, and manage a team of Service Desk Analysts
- Conduct regular 1:1s, performance reviews, and career development planning
- Drive team engagement, morale, and accountability
- Support onboarding and training of new starters
- Service Delivery & Operations
- Ensure incidents and requests are managed within agreed SLAs/OLAs
- Oversee daily operations, including queue management and workload balancing
- Act as an escalation point for complex or high-impact incidents (P1/P2)
- Quality & Continuous Improvement
- Perform quality audits of cases
- Ensure adherence to SOPs, processes, and documentation standards
- Identify trends, recurring issues, and improvement opportunities
- Drive shift-left initiatives and knowledge adoption (KCS/KFT practices)
- Customer Experience
- Ensure high levels of customer satisfaction (CSAT/NPS)
- Manage escalations professionally and proactively
- Promote strong communication standards across the team
- Reporting & Performance Management
- Monitor and report on key performance indicators (KPIs), including: SLA performance, First Time Fix (FTF) / First Contact Resolution (FCR), Ticket backlog and ageing, Quality scores
- Provide insights and recommendations to the Service Desk Manager
- Process & Governance
- Ensure ITIL-aligned processes are followed (Incident, Request, Problem, Change)
- Maintain accurate documentation and knowledge base articles
- Support audits, compliance, and governance requirements
What will you bring?
- Proven experience in a Service Desk or IT Support environment
- Previous leadership or supervisory experience
- Strong knowledge of ITIL processes and service management principles
- Experience with ITSM tools (e.g. ServiceNow)
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving ability
Desirable
- ITIL Foundation (or higher) certification
- Experience driving automation, AI, or knowledge management initiatives
- Familiarity with reporting tools (e.g., Power BI, Excel dashboards)
What can we offer you?
- Hybrid Working
- Private Medical Insurance or Company Paid Health Cash Plan
- Employee Assistance Program
- 25 days holidays plus your birthday off
- Option to purchase additional holiday (up to 5 days)
- Company Pension Scheme
- Life Assurance x 4
- A diverse workforce
- Employee investment with Node4 training Academy
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership
- Modern facilities with open and welcoming breakout areas
- Company Social events
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader Managed Services · Stafford
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like risual Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like risual Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Team Leader Managed Services · Stafford
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to risual Limited.
How to prepare for a job interview at risual Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in risual Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services risual Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
