IT Support Desk Team Leader

OneAdvanced; York; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading UK provider of business software is seeking a Customer Obsession Support Operations Team Lead. This role focuses on fostering a culture of excellence in service delivery, managing a service desk, and enhancing team skills. The successful candidate will ensure high customer satisfaction and identify opportunities for service improvements.

Benefits

Annual Leave – 25 days plus public holidays

Employee Assistance Programme

Performance Bonus

Pension Scheme

Income Protection Insurance

Qualifications

• Excellent people management skills to foster a positive culture.
• Ability to manage multiple tasks under tight deadlines.

Responsibilities

• Conduct reporting and trend analysis.
• Build strong relationships with customers and internal teams.

Skills

People Management

Analytical Skills

Communication

Leadership

Job description

Role Introduction

We are seeking a Customer Obsession Support Operations Team Lead to foster this culture within our teams and ensure excellent service delivery through managing a service desk and client site operations across one or more customer contracts.

The successful candidate will focus on Continual Service Improvement by developing team members' skills and attributes aligned with our core values, and by identifying opportunities for service enhancements and efficiencies.

What You Will Do

• Understand the contracts supported and the responsible business areas
• Conduct reporting and trend analysis
• Participate in customer service reviews
• Build strong relationships with customers and internal teams, including handling escalations
• Collaborate across teams to ensure service excellence
• Maintain a customer-obsessed approach to achieve high satisfaction levels
• Proactively develop yourself and your team

What You Will Have

• Excellent people management skills to foster a positive culture
• Analytical skills to design proactive, performance-enhancing solutions
• Ability to manage multiple tasks under tight deadlines
• Strong communication skills at all organizational levels
• Leadership skills to mentor and develop teams
• Alignment with the Advanced core values

What We Do For You

Wellbeing Focused – Our people are our greatest assets; we prioritize their wellbeing

• Annual Leave – 25 days plus public holidays, with options to buy additional days
• Employee Assistance Programme – 24/7 support and confidential counselling via Care First
• Endometriosis Friendly Employer – Committed to supporting employees with endometriosis

Personal Growth – We support your personal and professional development at any career stage

• Development Programmes – From Future Managers to Leadership Training
• Performance Bonus – Rewards linked to your success through our group-wide scheme

Financial Wellbeing – We value your financial health as much as your mental wellbeing

• Pension Scheme – 5% matched contribution with Scottish Widows
• Income Protection Insurance – Support during critical times

Recognition – We celebrate and reward outstanding contributions

• Performance & Talent – Our platform offers real-time feedback, goals, and development tools

Making a Difference – Opportunities to support causes you care about

• MatchIt! – Fundraising matched by Advanced
• Volunteering Time – Use your leave to volunteer
• Pennies from Heaven – Donate small amounts from your paycheck to charity

Who We Are

OneAdvanced is a leading UK provider of business software and services, supporting over 20,000 global customers with an annual turnover of £330M+. We handle millions of calls, support learners, process wills, and more. Our mission is to power the world of work, underpinning critical sectors of the UK economy.

We invest in our people, aiming to be a diverse, inclusive, and engaging workplace that empowers growth and talent. To learn more about working at OneAdvanced, please click here.