Service Desk Team Lead – ITIL & Customer Success

Alscient; Leeds; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Flexible working options

Healthcare

Pension

Market leading salary

Birthday day off

Personal development plan

Job summary

Alscient's Leeds-based Managed Services team is seeking a Service Desk Team Leader to own day-to-day ITIL-aligned service desk operations, manage incidents and requests, and lead a team of service analysts while sustaining strong customer relationships.

You will drive SLA and KPI performance, participate in service reviews, and collaborate with delivery teams to deliver joined‑up, high‑quality support across customer accounts; this is a hands-on leadership role with ongoing coaching and

Qualifications

• 3-5 years' experience leading or supervising a service desk team in an ITIL-aligned ITSM environment.
• Experience using Jira Service Management to manage SLAs, KPIs and day‑to‑day service operations.
• Strong people leadership skills, with experience coaching a team and managing escalations calmly and effectively.
• Excellent communication skills, with the confidence to engage stakeholders at every level, from end users to senior customer IT leadership.

Responsibilities

• Owning day-to-day service desk operations for the customer accounts you support, managing incidents, requests, problems and changes in line with ITIL process.
• Acting as the primary point of contact and trusted relationship owner for your customer accounts.
• Leading, coaching and scheduling a team of service desk analysts, and providing hands‑on support during escalations and major incidents.
• Owning SLA and KPI performance, identifying and addressing the root causes behind service trends.
• Running customer service reviews and translating feedback into tangible process improvements.
• Working closely with all delivery teams to ensure customers receive joined‑up, consistent support.

Skills

People leadership

Communication skills

ITIL / ITSM knowledge

Stakeholder engagement

Conflict resolution

Tools

Jira Service Management

Salesforce

AWS (cloud)

Job description

Alscient's Leeds-based Managed Services team is seeking a Service Desk Team Leader to own day-to-day ITIL-aligned service desk operations, manage incidents and requests, and lead a team of service analysts while sustaining strong customer relationships.

You will drive SLA and KPI performance, participate in service reviews, and collaborate with delivery teams to deliver joined‑up, high‑quality support across customer accounts; this is a hands-on leadership role with ongoing coaching and