IT Service Desk Team Leader

Simplify; Leicester; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading conveyancing business in Leicester is seeking an IT Service Desk Team Leader. In this hybrid role, you'll lead a team of IT service desk analysts, provide technical support, and ensure adherence to ITIL best practices. Strong leadership and technical communication skills are essential. The position offers a competitive salary and various employee benefits including free parking and holidays.

Benefits

Free Parking

25 Days Holiday Plus 8 Days Public Holiday

Company Pension

Life Assurance

Retail Discounts

Qualifications

• Demonstrable experience in a 1st/2nd line support or team leader role.
• A solid understanding of IT Service Management (ITSM) principles.
• Strong skills in ticket management and prioritisation.

Responsibilities

• Lead and mentor a team of UK-based Service Desk Analysts.
• Monitor team performance, SLAs and ticket queues.
• Provide hands-on technical support and act as an escalation point.

Skills

Leadership

ITIL best practices

Technical communication

Continuous improvement focus

Ticket management

Coaching and mentoring

Tools

Microsoft Excel

Microsoft Outlook

Job description

IT SERVICE DESK TEAM LEADER

£40,000.00-45,000.00

Leicester based, with travel to other UK sites as required

Do you have substantial experience of working within a busy IT Service Desk team? Are you technically savvy, with a solid understanding of ITSM principles and application of ITIL best practices? Focused on Continuous Improvement? A natural leader with prior experience of mentoring and coaching team members?

If you are looking to take the next step in your IT career and would like to join the UK's leading conveyancing business, let’s make it happen for you here at Simplify as an IT Service Desk Team Leader!

Benefits

Competitive Salary of £40,000.00-45,000.00, based out of our Company Head Office with Free Parking, 25 Days Holiday (Plus 8 Days Public Holiday), Option To Buy Or Sell Holiday, Company Pension, Life Assurance, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals, GP 24-hour service, Retail Discounts, Plus Many More!

What You’ll Be Doing

We are seeking a proactive, people-focused, and technically capable IT Service Desk Team Leader to lead and grow our UK-based Service Desk team. This is a hybrid leadership role combining hands-on technical support with strategic involvement in IT Service Management (ITSM) and continuous service improvement.

Based out of our Head Office in Enderby, Leicester, you will lead a team of IT Service Desk Analysts across multiple UK sites, coaching and mentoring team members, managing performance, and ensuring an exceptional level of support is consistently delivered. You'll work closely with the IT Service Delivery Manager to align team output with ITIL best practices and business objectives.

This role is ideal for someone who thrives in a fast-paced environment, is passionate about helping to develop people, and is motivated to drive real improvements in IT service delivery.

Responsibilities include:

• Leading, coaching and mentoring a team of UK-based Service Desk Analysts across multiple sites
• Monitoring team performance, SLAs and ticket queues
• Providing hands-on technical support and acting as an escalation point
• Coordinating workloads, shift coverage, and ticket distribution
• Managing high-priority and major incidents
• Delivering performance evaluations and development plans
• Supporting ITSM practices including incident, problem, and change management
• Driving continuous improvement in service delivery, processes and documentation
• Promoting a strong customer service culture within the team
• Reporting team metrics and risks to the Service Delivery Manager
  
  

OUR HIRING PROCESS:

• You’ve checked out our job ad
• It’s gathered your interest and you’ve applied using our easy application process
• If selected, you come meet our lovely team and we discuss the finer details
• In some cases, we might invite you for a second interview
• If successful, we make the offer and get the ball rolling
• Once in post you can recommend your friends come on over and earn a sweet referral bonus - for each one!
  
  

Requirements

And now for the nitty gritty:

To succeed in this role, you’ll need to have:

• The ability to communicate technical issues and changes clearly to colleagues across the business
• A natural leadership style that inspires trust, builds morale, and develops high-performing teams
• A passion for coaching, mentoring, and developing others
• Strong communication skills, especially when explaining complex technical issues to non-technical audiences
• A solid understanding of ITSM principles and experience applying ITIL best practices
• Confidence in managing incidents and escalations, remaining calm under pressure
• A proactive mindset with a focus on continuous improvement
• Demonstrable experience in a 1st/2nd line support or team leader role
• Strong skills in ticket management and prioritisation
• Experience coaching and mentoring in a support team setting
• Excellent skills in documentation, organisation, and reporting
• A solid understanding of service KPIs and metrics such as SLA, OLA, KPI, and CSAT
• Proficiency in Microsoft applications, particularly Excel and Outlook
• Excellent interpersonal and communication skills across all levels of the business
  
  

OUR PEOPLE

Simplify believes diversity brings benefits for our clients, our business and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

About Us

Simplify is the UK’s leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK, two leading independent property services businesses as well as being the market-leading direct to consumer online conveyancer.