Service Desk Team Lead

C4S Search Ltd; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Benefits package

Job summary

C4S Search Ltd is seeking a Service Desk Team Leader in Central London to drive day-to-day IT support operations and lead a team of service desk professionals. You will coordinate between customers and technical teams, ensure tickets are managed within SLAs, and push for service improvements.

The role requires strong leadership, excellent communication, and a solid background in ITSM with MSP exposure. The position offers a hybrid working pattern and a competitive benefits package.

Qualifications

• Must have proven leadership in a Service Desk environment.
• Experience managing tickets and ensuring SLA adherence.
• Familiarity with MSP delivery models and client coordination.

Responsibilities

• Manage and prioritise incoming support tickets and allocate to team.
• Coordinate between customers and technical teams with clear updates.
• Monitor service desk performance and produce KPI reports.
• Coach and develop service desk staff through regular reviews.
• Act as escalation point for technical issues with senior management support.

Skills

ITIL knowledge

Service Desk leadership

Ticket management

MSP experience

Communication skills

People management

Organisational skills

Customer service

ITSM familiarity

CS/IT degree

Education

Degree in Computer Science or IT

ITIL/SDI qualifications

Tools

Freshservice

ITSM tools

Job description

SERVICE DESK TEAM LEADER

LOCATION

Central London

£45,000-£50,000 + Benefits Package

WAY OF WORKING

• Full Time
• Permanent
• Hybrid/Office-Based

ABOUT THE BUSINESS

This growing technology services organisation delivers innovative IT solutions and exceptional customer support to a diverse client base.
Known for its strong company culture, high staff retention, and commitment to professional development, the business invests heavily in its people and creates clear progression opportunities for ambitious individuals. Due to continued growth and increasing demand for its managed services offering, the organisation is looking to appoint an experienced Service Desk Team Leader to support and develop its service delivery function.

THE SERVICE DESK TEAM LEADER OPPORTUNITY

As the Service Desk Team Leader, you will play a pivotal role in the day-to-day management of the IT support function, ensuring excellent service delivery and efficient ticket management across the team.
Key responsibilities include:

• Managing and prioritising incoming support tickets, ensuring they are allocated effectively and resolved within agreed service levels.
• Acting as the central coordination point between customers and technical teams, ensuring clear communication and regular updates.
• Monitoring service desk performance, producing KPI reports, and identifying opportunities for process improvements.
• Leading, coaching, and developing Service Desk staff through regular 1-2-1s, performance reviews, and development plans.
• Acting as an escalation point for technical and service-related issues, working closely with senior management to maintain service excellence.

YOUR KEY SKILLS

• Previous experience in a Service Desk Team Leader, Service Desk Supervisor, Dispatcher, or similar IT support leadership role.
• Strong understanding of IT support environments, ticket management processes, and service delivery best practice.
• Experience working within a Managed Service Provider (MSP) environment would be highly advantageous.
• Excellent organisational and prioritisation skills, with the ability to manage multiple demands in a fast-paced environment.
• Strong leadership, coaching, and people management experience.
• Exceptional communication and customer service skills.
• Experience using ITSM/helpdesk platforms such as Freshservice or similar ticketing systems.
• Degree in Computer Science, IT, or equivalent commercial experience.
• ITIL, SDI, leadership, coaching, or management qualifications would be advantageous.