Service Desk Team Lead | Lead, Coach & Improve IT Support

SIG plc; Sheffield; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Company pension with employer contrib.

Life assurance (4x salary)

SIG Share Incentive Plan

Employee discounts

Structured development via Operations/

Job summary

SIG plc UK IT Service Desk is seeking a Service Desk Team Leader to manage the day-to-day operation, coach staff, and ensure incidents and requests are resolved in line with service levels. You will work closely with IT teams, stakeholders and suppliers to drive continual service improvement and effective incident management.

The role focuses on operational leadership, performance monitoring and escalation handling within a geographically dispersed SIG UK IT environment.

Qualifications

• Proven experience leading a Service Desk team within IT operations.
• Strong knowledge of ITIL processes and metrics to drive performance.
• Experience coordinating multi-site support and third-party providers.
• Excellent stakeholder communication and reportability to senior teams.

Responsibilities

• Lead day-to-day operations of the Service Desk and coach Analysts.
• Coordinate workload, shifts and priorities to meet service levels.
• Act as escalation point for complex or high-impact incidents and requests.
• Monitor performance metrics, queues and customer experience; drive improvements.
• Identify AI and Self-Service opportunities to enhance support.

Skills

Service Desk experience

Escalation management

Customer service

ITIL practices

Team leadership

Data analysis

Communication

Workflow improvement

Tools

ServiceNow

Job description

SIG plc UK IT Service Desk is seeking a Service Desk Team Leader to manage the day-to-day operation, coach staff, and ensure incidents and requests are resolved in line with service levels. You will work closely with IT teams, stakeholders and suppliers to drive continual service improvement and effective incident management.

The role focuses on operational leadership, performance monitoring and escalation handling within a geographically dispersed SIG UK IT environment.