Hybrid Service Desk Team Lead | ITSM & People Leadership

Southern Water; Durrington; Hybrid; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Company bonus

Pension

Life assurance

Health benefits

Volunteering days

28 days annual holiday

Occupational health

Retail discount app

Maternity leave options

Job summary

Southern Water is seeking a Service Desk Team Lead to drive a high-quality support service for thousands of users across the organisation. You will lead a team of Service Desk Analysts, coordinating incidents, requests and major incidents with a strong focus on customer experience.

The role is hybrid with two office days per week and includes shift-based work and an out-of-hours on-call on a UK-wide basis. Prior ITSM experience and ITIL certification are highly valued.

Qualifications

• Experience leading a Service Desk team in an IT environment.
• Knowledge of ITIL practices and ITIL Foundation qualification preferred.
• Excellent customer service and communication skills across technical and non-technical audiences.

Responsibilities

• Lead day-to-day Service Desk operations and ensure high-quality support.
• Manage team schedules and resource planning for effective coverage.
• Set workloads and priorities for analysts and act as escalation point for complex incidents.
• Lead major incidents with clear communications and post-incident reviews.
• Monitor SLAs/KPIs and produce performance reports.
• Coach and develop analysts through feedback and development planning.

Skills

Team leadership

Customer service

Stakeholder management

Decision making

Tools

ServiceNow ITSM

TalkDesk

Job description

Southern Water is seeking a Service Desk Team Lead to drive a high-quality support service for thousands of users across the organisation. You will lead a team of Service Desk Analysts, coordinating incidents, requests and major incidents with a strong focus on customer experience.

The role is hybrid with two office days per week and includes shift-based work and an out-of-hours on-call on a UK-wide basis. Prior ITSM experience and ITIL certification are highly valued.