At a Glance
- Tasks: Lead the IT Service Desk team, ensuring top-notch support and swift issue resolution.
- Company: Join a dynamic tech company with a collaborative and fast-paced culture.
- Benefits: Enjoy 24 days annual leave, health care cash plan, and life assurance.
- Other info: Great opportunities for career growth and skill development.
- Why this job: Make a real impact by mentoring your team and driving service improvements.
- Qualifications: Experience in IT support and supervisory roles, with knowledge of ITSM tools.
The predicted salary is between 30000 - 40000 £ per year.
We're looking for a Service Desk Team Leader who will be accountable for supervising the day-to-day operations of the IT Service Desk team, ensuring timely and effective resolution of incidents and service requests. This role supports the Service Desk Manager by coordinating team activities, monitoring performance, and acting as an escalation point for complex issues. The Team Leader plays a key role in maintaining service quality, mentoring team members, and driving continuous improvement.
Key Accountabilities & Responsibilities:
- Supervise and coordinate the daily activities of the service desk team to ensure consistent and high-quality support.
- Monitor ticket queues, assign tasks, and ensure incidents and requests are resolved within agreed SLAs.
- Act as the first point of escalation for technical and customer service issues.
- Provide coaching, mentoring, and support to service desk analysts to improve performance and knowledge.
- Conduct regular 1:1s, team meetings, and contribute to performance reviews.
- Ensure accurate documentation of incidents, problems, and resolutions in the ITSM tool.
- Support the onboarding and training of new team members.
- Identify trends in incidents and escalate recurring issues to Problem Management or relevant support teams.
- Assist in maintaining the knowledge base and service desk procedures.
- Contribute to service improvement initiatives and support the implementation of new tools or processes.
- Liaise with other IT teams to ensure effective communication and collaboration.
- Provide input into shift planning, resource allocation, and service reporting.
Skills, Experience & Knowledge:
- Experience working in a service desk or IT support environment.
- Previous experience in a supervisory role with direct reports.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management).
- Experience working with SLAs, KPIs, and service reporting.
- Good understanding of ITIL principles and service management practices.
- Knowledge of common enterprise technologies (e.g., Windows, Microsoft 365, VPN, remote support tools).
- Aware of cybersecurity and data protection best practices.
- Understanding of escalation procedures and incident prioritization.
What we offer in return?
- A collaborative and fast paced work environment.
- Health care cash plan.
- 24 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service).
- Life Assurance 4x annual salary.
Service Desk Team Leader in Peterborough employer: Vermelo
Join a dynamic and supportive team as a Service Desk Team Leader in Chesterfield or Peterborough, where you will play a pivotal role in enhancing service quality and driving team performance. Our collaborative work culture fosters continuous improvement and personal growth, offering comprehensive benefits including a health care cash plan, generous annual leave, and life assurance. With a focus on mentorship and professional development, we provide an excellent environment for those seeking meaningful and rewarding employment in the IT support sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Peterborough
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Team Leader role.
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk operations and team leadership. We recommend doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've improved service quality or mentored team members in the past. We want to see your passion for continuous improvement and how you can contribute to our team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. We appreciate candidates who show enthusiasm and professionalism throughout the process.
We think you need these skills to ace Service Desk Team Leader in Peterborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your supervisory experience and familiarity with ITSM tools, as these are key for the Service Desk Team Leader role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams, resolved complex issues, and contributed to service improvements in previous roles.
Showcase Your IT Knowledge:Demonstrate your understanding of ITIL principles and common enterprise technologies in your application. This will show us that you’re not just a leader, but also someone who knows their stuff when it comes to IT support.
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 don’t miss out on any important updates during the process.
How to prepare for a job interview at Vermelo
✨Know Your Stuff
Make sure you brush up on your IT service desk knowledge, especially around SLAs, KPIs, and ITIL principles. Familiarise yourself with common enterprise technologies like Windows and Microsoft 365, as well as the ITSM tools mentioned in the job description. This will show that you're not just a good fit for the role but also genuinely interested in the field.
✨Showcase Your Leadership Skills
Since this role involves supervising a team, be prepared to discuss your previous supervisory experience. Think of specific examples where you've successfully led a team, resolved conflicts, or improved performance. Highlight your coaching and mentoring abilities, as these are key to being an effective Service Desk Team Leader.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. These might involve handling escalated issues or managing team dynamics. Practice articulating your thought process and decision-making skills in these situations. It’s a great way to demonstrate your problem-solving abilities and how you would handle real-life challenges in the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing service improvement initiatives, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.
