IT Service Desk Team Leader

Yusen Logistics; Northampton; On-site; GBP 38,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Individual health cover

25 days holiday

Volunteer Leave

Remote working up to 10 days

Wellbeing resources

Employee discounts

Job summary

Yusen Logistics is seeking an IT Service Desk Team Leader to guide day-to-day Service Desk operations at Grange Park, Northampton. The role involves developing the Service Desk team, managing tickets and SLAs, and acting as escalation point for complex issues across Microsoft 365, endpoints, and ITSM processes.

The successful candidate will lead service delivery, collaborate with Level 2 teams, and drive continuous improvement while ensuring excellent customer service and adherence to procedures.

Qualifications

• ITIL Foundation certification is desirable.
• Experience building, supporting and developing high-performing teams.
• Experience in IT Service Desk or IT Support environment.
• Experience leading, coaching or mentoring technical support teams.
• Experience supporting Microsoft 365, Azure, Windows and endpoint management.
• Experience managing incidents, service requests, escalations and service reporting.
• Strong customer service, stakeholder management, analytical and problem-solving skills.
• Experience using ITSM platforms such as ServiceNow, Freshservice, Jira, Remedy, Odoo or Zendesk.
• Strong understanding of ITIL and IT Service Management practices.
• Excellent communication, organisational and prioritisation skills.
• Inclusive leadership style, strong integrity and attention to detail.
• Full driving licence.

Responsibilities

• Oversee and manage day-to-day Service Desk operations.
• Lead, support and develop the Service Desk team for responsive IT support.
• Coordinate workload, ticket allocation and prioritisation.
• Monitor service performance and SLAs.
• Act as escalation point for priority incidents and complex issues.
• Facilitate major incident communications and resolution activities.
• Ensure accurate recording and resolution of incidents and requests.
• Maintain high standards of first-line support across Microsoft 365, access, hardware and software.
• Collaborate with Level 2 teams on problem resolution and improvements.
• Build strong stakeholder relationships and provide regular performance updates.
• Provide coaching and development plans for team members.
• Ensure adherence to SOPs and compliance with security standards.

Skills

ITIL Foundation certification

Team leadership

IT service desk experience

Coaching or mentoring

Microsoft 365/Azure/Windows expertise

Incidents & requests management

ITSM tooling (ServiceNow/Freshservice,

ITIL/ITSM knowledge

Communication & prioritisation

Full driving licence

Education

Good level of education

Tools

ServiceNow

Freshservice

Jira

Remedy

Odoo

Zendesk

Job description

About Yusen Logistics

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice.

We are looking for an IT Service Desk Team Leader in Grange Park. The position will be based on-site during the induction and training period (6 months), after which more flexible working arrangements may be available.

The IT Service Desk Team Leader will guide the day-to-day operations of the Service Desk, ensuring high-quality technical support and an excellent customer experience across the organisation. The role involves supporting and developing Service Desk Agents, monitoring service performance against SLAs, driving continuous improvement, and acting as an escalation point for complex technical issues.

The role also provides leadership to Service Desk Co-ordinators delivering first-line support across phone, email, face-to-face and ITSM channels, ensuring enquiries are managed effectively and resolved in line with business priorities and service expectations.

Key Responsibilities

• Service Desk Management
• Lead, support and develop the Service Desk team to deliver responsive and effective IT support.
• Coordinate daily Service Desk operations, including workload management, ticket allocation and prioritisation.
• Monitor service performance and support delivery of agreed SLAs.
• Act as an escalation point for priority incidents and complex technical issues.
• Facilitate major incident communications and resolution activities.
• Ensure enquiries, incidents and service requests are accurately recorded, managed and resolved in line with agreed procedures.
• Maintain high standards of first-line support across Microsoft 365, user access, hardware, software and endpoint-related issues.
• Service Improvement
• Review service trends, incident data and customer feedback to identify improvement opportunities.
• Implement process improvements to enhance service quality and efficiency.
• Maintain effective knowledge management practices and accurate documentation.
• Ensure Standard Operating Procedures are followed consistently and continuously improved.
• Work closely with Level 2 teams to support problem resolution, service improvements and knowledge sharing.
• Stakeholder Management
• Build strong relationships with stakeholders and end users.
• Provide regular updates on service performance and operational matters.
• Ensure users receive timely, clear and professional communications throughout the incident lifecycle.
• Collaborate with Infrastructure, Applications, IT Security and Project teams to resolve cross-functional issues.
• Team Leadership
• Support team members in understanding objectives, processes and expectations.
• Identify training and development opportunities to build capability and performance.
• Ensure company policies and employee procedures are followed consistently.
• Provide coaching, mentoring and support to help team members achieve their potential.
• Complete PDRs and development plans in line with company requirements.
• Foster a positive, inclusive and wellbeing-focused team culture.
• Operational and Technical Responsibilities
• Oversee incident, request, problem and change management activities.
• Support root cause analysis and continuous improvement initiatives.
• Maintain Service Desk tools, reporting and operational controls.
• Ensure compliance with company policies, security standards and regulatory requirements.
• Provide hands-on support to the Service Desk as required.
• Monitor ticket quality, customer communications and supplier escalations to ensure a consistent service experience.

What You Will Bring to the Role

• Good level of education, including strong written and verbal English.
• ITIL Foundation certification desirable.
• Experience building, supporting and developing high-performing teams.
• Previous experience within an IT Service Desk or IT Support environment.
• Experience leading, coaching or mentoring technical support teams.
• Experience supporting Microsoft 365, Azure, Windows and endpoint management solutions.
• Experience managing incidents, service requests, escalations and service reporting.
• Strong customer service, stakeholder management, analytical and problem-solving skills.
• Experience using ITSM platforms such as ServiceNow, Freshservice, Jira, Remedy, Odoo or Zendesk.
• Strong understanding of ITIL and IT Service Management practices.
• Excellent communication, organisational and prioritisation skills.
• Inclusive leadership style, strong integrity and attention to detail.
• Full driving licence (occasional travel may be required).

What We Offer

• Base salary of £38,000-£42,000 (DOE)
• Pension scheme
• Individual health cover
• 25 days' holiday (excluding bank holidays)
• 5 days Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working*
• Health cash plan
• Critical Illness Cover
• On-site Mental Health First Aiders
• Wellbeing App and Fitness Platform
• Employee discounts and benefits
• 24/7 GP and mental health support services
• Tailored development and career opportunities

Why Join Us?

At Yusen Logistics you will have the opportunity to contribute to meaningful projects, work alongside talented professionals, and grow your career in an environment that values innovation, accountability, and collaboration.

We thank all applicants for their interest, however, only those under consideration will be contacted.

At Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process. However, we encourage candidates to use these tools to enhance their application rather than replace their own effort and authenticity. During the interview process, we expect responses to reflect your own experience, thinking and capabilities.

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience.

As a 'Disability Confident' Employer, to encourage disabled applicants to apply and to provide an opportunity to demonstrate their skills, talent, and abilities; Yusen Logistics commit to offer disabled people an interview, if they meet the minimum criteria for a job vacancy*.

• It is important to note that there may be occasions where it is not practicable, or appropriate, to interview all disabled people who meet the minimum criteria for the job. In certain recruitment situations such as high-volume, seasonal and high-peak times, we may limit the overall numbers of interviews offered to both disabled people and non-disabled people.