Senior Service Desk Team Leader

GMCA; Chequerbent; On-site; GBP 45,000 - 58,000; Full time

Job summary

GMCA seeks a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk, reporting to the Head of Digital Services. You will oversee first-line and selected second-line support, ensuring high performance and a customer-focused service.

You will drive workforce planning for a 24/7 environment, monitor SLAs/KPIs, coach staff, manage incidents and contribute to digital transformation and ICT improvement programmes.

Qualifications

• Proven experience leading ICT support teams in a complex, multi-site environment.
• ITIL Foundation certification or higher.
• Experience delivering against SLAs and KPIs and improving service performance.

Responsibilities

• Oversee daily operation and performance of the Service Desk.
• Support effective rota design, workforce planning and resource allocation for a 24/7/365 environment.
• Monitor performance against SLAs, OLAs and KPIs.
• Lead improvements in first-contact resolution and customer satisfaction.
• Oversee ticket quality, call monitoring and knowledge-base governance.
• Act as escalation point for complex or high-priority incidents.
• Coordinate across first, second and third-line teams.
• Maintain oversight of ICT assets and inventories.
• Support ITIL-aligned Incident, Request, Problem, Knowledge and Asset Management processes.
• Provide reporting on performance, risks and improvement opportunities.
• Contribute to digital transformation and ICT improvement programmes.

Skills

Team Leadership

SLA KPI management

Workforce Planning

Communication

Service Desk Operations

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Senior Service Desk Team Leader

1 year FTC

Are you an experienced ICT service professional who can lead people, improve performance and deliver excellent customer support within a complex, fast-paced organisation.

We are looking for a Senior Service Desk Team Leader to provide operational leadership and direction for the GMFRS/GMCA ICT Service Desk. Acting as the key management link between the Head of Digital Services and the Service Desk Team Leader, you will help ensure the delivery of a high-performing, responsive and customer-focused ICT support service.

The role

You will oversee the day-to-day delivery of first-line and selected second-line ICT support services, providing professional leadership to the Service Desk team and maintaining consistent standards across service delivery.

Your responsibilities will include:

• Managing the daily operation, workload and performance of the Service Desk.
• Supporting effective rota design, workforce planning and resource allocation for a 24/7/365 support environment.
• Monitoring performance against service-level agreements, operational-level agreements and key performance indicators.
• Leading improvements in first-contact resolution, customer satisfaction, service efficiency and data quality.
• Overseeing ticket quality, call monitoring and knowledge-base governance.
• Acting as an escalation point for complex or high-priority incidents.
• Coordinating effectively across first, second and third-line support teams.
• Maintaining oversight of ICT assets, hardware and software inventories.
• Supporting ITIL-aligned Incident, Request, Problem, Knowledge and Asset Management processes.
• Providing senior managers with clear reporting on performance, operational risks and improvement opportunities.
• Contributing to digital transformation, operational resilience and wider ICT improvement initiatives.

About you

You will be an effective and supportive leader with the confidence to manage a busy operational service while developing colleagues and maintaining a strong focus on the customer.

To succeed in the role, you will need:

• Proven experience of leading or supervising ICT support teams in a complex, multi-site environment.
• ITIL Foundation certification or a higher-level ITIL qualification.
• Strong practical knowledge of ITIL service management principles.
• Experience of delivering against SLAs and KPIs and improving service performance.
• Excellent communication, customer service and problem-solving skills.
• The ability to manage competing priorities in a high-pressure environment.
• Experience of coaching, supervising and developing colleagues.
• Strong organisational and workforce-planning skills.

Experience within emergency services, local government or a similarly demanding operational environment would be advantageous. Knowledge of ServiceNow or another enterprise IT service management platform, together with experience of digital transformation or large-scale ICT improvement programmes, would also be beneficial.

What you will bring

You will bring visible and supportive leadership, sound operational judgement and a commitment to continuous improvement. You will be comfortable working with colleagues across Digital Services, GMCA and GMFRS, as well as external suppliers, partners and managed service providers.

Above all, you will understand how a well-led Service Desk supports organisational performance, operational resilience and a positive experience for every customer.

Additional information

The role may require flexible working, including occasional out-of-hours support to meet organisational needs. The successful candidate will be expected to maintain high standards of confidentiality, information security, data protection, health and safety, equality and records management.

The role profile states that the position is subject to an Enhanced Disclosure and Barring Service check and is exempt from the Rehabilitation of Offenders Act 1974.