Service Desk Team Lead: ITIL Coach & SLA Champion

Boston Consulting Group; Leeds; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading consultancy firm in the UK is seeking a Service Desk Team Manager to oversee a high-performing support team. This role involves implementing ITIL best practices, enhancing service quality, and coaching analysts to ensure optimal performance. The ideal candidate will have experience in service delivery and people management, driving operational excellence to significantly enhance the customer experience. You'll also manage SLA performance and collaborate with various teams to resolve complex incidents.

Benefits

Access to internal training courses

24/7 GP access

Flexible holiday options

Enhanced family leave

Employee discounts

Monthly recognition program

Referral bonus scheme

Social events

On-site subsidised restaurants

Private medical insurance options

Qualifications

• Experience in managing a service desk or technical support team.
• Ability to implement ITIL best practices.
• Strong performance coaching and mentoring skills.

Responsibilities

• Lead and manage a Service Desk team, overseeing ticket resolution.
• Maintain SLA performance and ensure timely, high-quality support.
• Conduct coaching and performance reviews to build team capacity.

Skills

Service delivery expertise

People management

Customer experience

Technical support

Coaching

ITIL best practice

Job description

A leading consultancy firm in the UK is seeking a Service Desk Team Manager to oversee a high-performing support team. This role involves implementing ITIL best practices, enhancing service quality, and coaching analysts to ensure optimal performance. The ideal candidate will have experience in service delivery and people management, driving operational excellence to significantly enhance the customer experience. You'll also manage SLA performance and collaborate with various teams to resolve complex incidents.