IT Service Desk Team Leader

whg; Walsall; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

27 days annual leave

Defined benefit pension scheme

Health cash plan

Shopping and leisure discounts

Job summary

whg in Walsall is looking for an experienced IT Service Desk Team Leader to lead the frontline IT support team. This full-time permanent position demands a strong technical leader with expertise in ITIL principles and service management.

The successful candidate will manage a team, deliver high-quality support, and oversee IT asset management initiatives, ensuring effective service delivery. Benefits include a competitive salary, 27 days annual leave, and various employee discounts.

Qualifications

• Proven experience in a Service Desk or IT support environment.
• Experience leading technical teams and mentoring staff.
• Strong understanding of incident and asset management processes.

Responsibilities

• Lead and develop a team of IT Technicians.
• Manage IT Service Management solutions and Incident Management processes.
• Ensure incidents are resolved within service levels.

Skills

Leadership

ITIL principles

Technical support

Communication

Organizational skills

Education

Degree in a technology related discipline

ITIL Foundation certification

Job description

Location: Walsall, West Midlands

Contract: Full Time, Permanent, 37 hours per week

Interview Date: 29th June 2026 (Teams) and from 6th July 2026 (In-Person)

At whg, we’re transforming the way we deliver digital services to support our colleagues and customers. We’re looking for an experienced and people-focused IT Service Desk Team Leader to lead our frontline IT support team and help shape an exceptional service experience across the organisation.

As our IT Service Desk Team Leader, you’ll be responsible for delivering high-quality technical support to colleagues across whg and multiple sites. Leading a team of IT Technicians, you’ll provide hands‑on support, guidance and direction, ensuring an outstanding service is delivered in line with established ITIL‑aligned processes.

Responsibilities

• Leading, motivating and developing a team of IT Technicians to deliver a responsive and customer‑focused service.
• Managing and maintaining the IT Service Management (ITSM) solution and Incident Management processes.
• Ensuring incidents, service requests and problems are prioritised and resolved within agreed service levels.
• Identifying recurring issues and driving improvements through effective problem management.
• Supporting the successful transition of system changes, upgrades and enhancements into business‑as‑usual support.
• Overseeing Starter, Mover and Leaver activities to ensure colleagues have the right access, equipment and support from day one.
• Managing the full lifecycle of IT assets, including inventory control, security and environmentally responsible disposal.
• Maintaining the Service Desk knowledge base and promoting self‑service solutions where appropriate.
• Producing meaningful service reports, analysing trends and identifying opportunities to improve performance.
• Building strong relationships with colleagues, stakeholders and external suppliers to ensure services continue to meet business needs.
• Deputising for the IT Service and Operations Manager and Service Delivery Manager when required.

Qualifications

• A degree in a technology related discipline or equivalent experience.
• A recognised professional qualification or equivalent knowledge and experience such as ITIL, TOGAF, Microsoft or other vendor certifications.
• Proven experience working within a busy Service Desk or IT support environment.
• Experience leading, mentoring or developing others within a technical team.
• Strong understanding of ITIL principles and service management best practice and a minimum of ITIL4 Foundation certification.
• Experience delivering against service level agreements and performance measures.
• Knowledge of incident, problem, change and asset management processes.
• Understanding of cyber security, data protection and compliance requirements.
• Excellent communication skills and the ability to explain technical concepts in a way that others understand.
• Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
• Proactive mindset, using insight and data to drive service improvements.
• Willingness to work from our Walsall based head office; this is an on‑site based role.

What’s in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan and a range of shopping and leisure discounts.

We are committed to ensuring colleagues have a healthy work‑life balance and can work in agile ways that support them.

We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.

This vacancy is open to both internal and external applicants.

whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre‑employment screening process.