IT Service Desk Team Leader

Walsall Housing Group; Walsall; On-site; GBP 42,000 - 44,000; Full time

Benefits offered by this job

27 days annual leave

Defined benefit pension

Health cash plan

Shopping and leisure discounts

Job summary

Walsall Housing Group is seeking an experienced IT Service Desk Team Leader to guide a frontline IT support team across multiple sites. You will provide hands-on support, guidance and direction while ensuring services meet ITIL-aligned processes.

You will lead a team of IT Technicians, manage ITSM and incident management, and drive improvements in service delivery. The role requires on-site presence at our Walsall head office and a strong focus on customer service excellence.

Qualifications

• ITIL principles and service management best practice knowledge (ITIL4 Foundation or SDI).
• Experience leading, mentoring or developing others within a technical team.
• Proven experience in busy Service Desk or IT support environments.
• Experience delivering against service level agreements and performance measures.
• Knowledge of incident, problem, change and asset management processes.
• Understanding of cyber security and data protection requirements.
• Excellent communication skills; able to explain technical concepts clearly.
• Strong organisational skills; able to manage competing priorities and deadlines.
• Willingness to work on-site at Walsall head office.
• A technology-related degree is desirable.

Responsibilities

• Lead, motivate and develop a team of IT Technicians to deliver a responsive and customer-focused service.
• Manage and maintain the IT Service Management (ITSM) solution and Incident Management processes.
• Ensure incidents, service requests and problems are prioritized and resolved within agreed service levels.
• Identify recurring issues and drive improvements through problem management.
• Support successful transition of system changes, upgrades and enhancements into business-as-usual support.
• Oversee Starter, Mover and Leaver activities for access, equipment and support.
• Manage full lifecycle of IT assets including inventory control and disposal.
• Maintain the Service Desk knowledge base and promote self-service solutions.
• Produce meaningful service reports; analyze trends and identify improvement opportunities.
• Build strong relationships with colleagues, stakeholders and external suppliers.

Skills

ITIL4 Foundation

People management

Communication

Incident management

Security/compliance awareness

Education

Technology degree

Tools

ITSM software

Job description

IT Service Desk Team Leader

Salary: £41,772 - £44,300 per annum plus excellent benefits

Location: Walsall, West Midlands

Contract: Full Time, Permanent, 37 hours per week

Closing Date: 16th August 2026

Interview Date: 25th August 2026 (Teams) and from 2nd September 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 professional who can 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.

If you’re passionate about service excellence, thrive in a fast-paced environment, and enjoy developing others while remaining hands-on with technology, we’d love to hear from you.

Main job 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.

We're looking for someone who has

• Experience leading, mentoring or developing others within a technical team.
• A strong understanding of ITIL principles and service management best practice and a minimum of ITIL4 Foundation certification or SDI (Service Desk Institute) qualification.
• Proven experience working within a busy Service Desk or IT support environment.
• Experience delivering against service level agreements and performance measures.
• Knowledge of incident, problem, change and asset management processes.
• An 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.
• A 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.
• A degree in a technology related discipline is desirable.

What’s in it for you?

In return, you will receive:

• competitive salary
• 27 days annual leave (plus Christmas shut down)
• defined benefit pension scheme
• health cash plan
• a range of shopping and leisure discounts

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

About us

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive.

We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2026. The awards celebrate the top employers in the UK who are leading the way in employee pride, job satisfaction and wellbeing, as well as reward and recognition.

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

Interested in joining our team? Visit our website and read Our 2030 Plan.

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