About this role
Service Desk Team Leader
A Service Desk Team Leader is required to manage IT support tickets, SLAs, engineers and client communication within a fast-paced technology consultancy.
If you’ve also worked in the following roles, we’d also like to hear from you: IT Service Desk Team Leader, IT Support Team Leader, Helpdesk Team Leader, Technical Support Team Leader, IT Helpdesk Team Leader, IT Helpdesk Manager, Service Desk Supervisor, IT Support Supervisor, Help Desk Manager, Service Desk Coordinator, Helpdesk Supervisor, Service Desk Manager
SALARY: £45,000 to £50,000 per annum + Benefits
LOCATION: Hybrid. Working 3 days from the City of London office (Faringdon / Chancery Lane EC1N) and 2 days from home
JOB TYPE: Full-Time, Permanent
JOB OVERVIEW
We have a fantastic new job opportunity for a Service Desk Team Leader to join a growing IT support team within a technology consultancy.
As the Service Desk Team Leader you will act as the central hub for incoming support requests, ensuring tickets are prioritised, assigned, progressed and resolved in line with service level agreements.
The Service Desk Team Leader will also support incident handling, client communication, reporting, process improvement and day-to-day team leadership, including coaching, performance reviews and escalation management.
This role would suit someone organised, customer-focused and confident working in a fast-paced service desk environment where clear communication, accountability and service quality matter.
DUTIES
Your duties as the Service Desk Team Leader include:
Ticket Management: Receive, prioritise and dispatch incoming service tickets to appropriate IT support personnel based on issue complexity, urgency, skillset and availabilitySLA Monitoring: Monitor ticket queues, engineer workloads and service level agreements to support timely resolution and effective client serviceClient Communication: Gather information from clients, provide clear updates and ensure queries and issues are addressed promptly and professionallyIncident Handling: Manage and coordinate incidents according to established processes, including logging, tracking progress and maintaining communication with involved partiesEngineer Coordination: Assign tickets, coordinate engineer calls and step in to provide immediate support when engineers are unavailableReporting and Metrics: Produce reports on ticket status, trends and key performance indicators for management reviewProcess Improvement: Identify areas for service delivery improvement and help implement practical solutions that enhance team performanceTeam Leadership: Act as an escalation point, coach junior staff, identify risks and support performance reviews, absence management and one-to-ones
CANDIDATE REQUIREMENTS
ESSENTIAL
Bachelor’s degree in Computer Science or a related field, or equivalent work experienceProven experience in a similar dispatcher or team leader role, preferably within an MSPStrong understanding of IT support processes and terminologyExceptional organisational skills and attention to detailExcellent communication and interpersonal skills, with a strong customer service focusAbility to build and maintain a culture of accountability and collaboration within the teamAbility to multitask and prioritise effectively in a fast-paced environmentProficiency using helpdesk ticketing systems, including Fresh Service DESIRABLE
Formal qualifications or training in management, leadership, coaching or mentoringService Desk Institute or ITIL knowledge or certificate
BENEFITS
A role with influence in a growing part of the businessSupportive team environment with space to growRegular career progression21 days holiday, increasing after 3 years of service, plus public holidaysBirthday day offPrivate healthcare after probation40% off gym membershipGreat pension scheme from day oneCycle to work schemeEyecare vouchersCentral location, next to a famous food marketA friendly, inclusive, sustainable work environmentRegular social events, including tech-infused minigolf and darts, pool, and moreElectric car scheme after 2 years of serviceRecruitment referral scheme
APPLY TODAY…
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JOB REF: AWDO-P14954
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