IT Service Desk Team Leader: Lead & Elevate Support

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

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.