Service Desk Team Leader

Gamma; Bradford; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Service Desk Team Leader in Bradford for a hybrid role. You will lead a team of on-site and remote technicians, manage incidents and requests through ServiceNow, and ensure SLA commitments are met while keeping customers informed.

You will coordinate major incidents, oversee change processes, and present performance data to customers, partnering with internal teams to enable smooth service transitions and new introductions.

Qualifications

• Experience leading a Service Desk team in on-site and remote settings.
• ITIL-aligned service desk experience in telecoms / managed services / enterprise IT.
• Strong networking knowledge (WAN/LAN/SD-WAN/WiFi).
• Experience managing 24x7 operations and major incident processes.
• Proven ability to present operational performance data to customers.
• Experience using ITSM platforms (ServiceNow) for incidents and changes.
• ITIL Foundation certification or actively pursuing it.

Responsibilities

• Lead a team of on-site and remote Service Desk Technicians to ensure high performance and excellent customer service.
• Manage incident and service request activity through ServiceNow, ensuring SLA compliance and effective escalation.
• Act as operational lead during major incidents, coordinating technicians and third-party suppliers.
• Oversee change management activities, ensuring maintenance and changes are properly assessed and implemented.
• Represent Gamma in customer service reviews, CAB meetings and Post Major Incident Reviews.
• Produce and present service performance reports with SLAs, trends, risks, and actions.
• Build relationships with customer IT stakeholders to align services with business priorities.
• Collaborate with internal teams to support service transitions and new service introductions.

Skills

People leadership

ITIL Service Desk

WAN

LAN

SD-WAN

WiFi

Major incidents

Stakeholder management

ServiceNow ITSM

ITIL Foundation

Tools

ServiceNow

Job description

Hybrid Bradford (minimum 3 days per week on-site)

A Bit About Us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you will be part of a collaborative, forward-thinking team that is transforming how businesses connect and communicate globally.

We are growing fast, but we never lose sight of what matters: our people. Whether you are looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

What is the role responsible for?

As Service Desk Team Leader, you will be the primary operational interface between Gamma and a dedicated strategic enterprise customer. You will lead a team of Service Desk Technicians to ensure managed service commitments are delivered consistently, incidents are resolved within agreed service levels, and customers receive a reliable, high-quality service experience.

What will you be doing day-to-day?

• Leading a team of on-site and remote Service Desk Technicians, ensuring high performance and excellent customer service delivery.
• Managing incident and service request activity through ServiceNow, ensuring SLA compliance, timely communication, and effective escalation management.
• Acting as the operational lead during major incidents, co-ordinating technical teams and third-party suppliers while maintaining clear customer communications.
• Overseeing change management activities, ensuring planned maintenance and service changes are appropriately assessed, approved, and implemented.
• Representing Gamma at customer service reviews, CAB meetings, Post Major Incident Reviews, and operational governance forums.
• Producing and presenting service performance reports, including SLA achievement, service trends, risks, and improvement actions.
• Building strong relationships with customer operational and IT stakeholders to ensure services align with business priorities and expectations.
• Working closely with internal project and delivery teams to support service transitions, new service introductions, and customer-impacting changes.

What You Will Bring

• Experience in taking the lead in team situations, taking ownership and responsibility for other team members, coaching and developing them where needed.
• Experience in an ITIL-aligned service desk within a telecoms, managed services, or enterprise IT environment.
• Strong knowledge of enterprise networking technologies including WAN, LAN, SD-WAN, and WiFi.
• Experience managing or supporting 24x7 operational environments and major incident processes.
• Proven people leadership skills, with the ability to coach, develop, and motivate technical teams across multiple locations.
• Strong stakeholder management and relationship-building skills, with experience engaging senior customer contacts.
• Confidence in presenting operational performance data and service reviews to customer audiences.
• Experience using ITSM platforms, ideally ServiceNow, for incident, change, and service management.
• ITIL Foundation certification (or working towards) and familiarity with CAB, RFC, and change governance processes would be advantageous.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you do not meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.