Service Desk Lead — Hybrid, Growth & Learning

Wanstor; Greater London; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

24 days annual leave

Volunteer days

5 paid development days

Continuous learning sessions

Team social events

Job summary

Wanstor Limited is seeking a Service Desk Team Lead to drive day-to-day management of the Service Desk for key customers. You will ensure SLAs are met, tickets are logged accurately, and queues are efficiently managed.

You will lead the Service Desk team, mentor staff, and participate in weekly meetings to highlight performance and coordinate with other IT teams. A customer-focused, proactive communicator is essential.

Qualifications

• Experience with ITIL-based incident, problem and change processes.
• Proven ability to lead a Service Desk team and drive improvements.
• Strong communication with stakeholders and customers.

Responsibilities

• Provide day-to-day management of the Service Desk for a subset of customers.
• Ensure SLAs are met and customer service remains exceptional.
• Log tickets accurately and manage call queues efficiently.
• Lead weekly Service Desk meetings and drive performance reviews.
• Coach staff, develop development plans and manage shift rotas.
• Drive continual service improvement across ITIL disciplines.

Skills

ITIL principles

Incident & Change management

Team leadership

Customer service orientation

Stakeholder management

Communication skills

Job description

Wanstor Limited is seeking a Service Desk Team Lead to drive day-to-day management of the Service Desk for key customers. You will ensure SLAs are met, tickets are logged accurately, and queues are efficiently managed.

You will lead the Service Desk team, mentor staff, and participate in weekly meetings to highlight performance and coordinate with other IT teams. A customer-focused, proactive communicator is essential.