Service Desk Team Lead

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

Service Desk Team Lead

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Compensation: £40,000 - £45,000 / year

Description

Hello. Welcome to Wanstor! At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.

Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you’re looking for a place where your skills can thrive and grow, you’ll feel right at home here!

We’re looking for a Service Desk Team Leader to join our talented Service Management team. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

What You'll Do

• Provide Day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service,
• Ensure tickets are logged accurately and call queues are managed efficiently,
• Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities
• Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

What You'll Need

• Strong background in IT support, with hands-on experience at a 2nd line level, ideally in a fast-paced or customer-focused environment
• Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes
• Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability
• Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support
• Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations
• A team motivator – brings positivity and energy to those around them, helping to foster a high-performance culture
• Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things
• Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels
• Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail
• Calm, professional and composed under pressure – leads by example and instils confidence in others

What You'll Love

• Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
• Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• Team Spirit: Join a friendly team and engage in various social events organised throughout the year.