Service Desk Team Leader

Babcock Mission Critical Services España SA.; Bristol; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology services provider in Bristol seeks a Service Desk Team Leader to lead IT operations. This role involves managing a team, ensuring exceptional customer service, and maintaining security standards. Ideal candidates will have proven leadership in a service desk environment and strong technical skills. The position offers a hybrid work model with competitive benefits.

Benefits

Matched contribution pension scheme

Digital GP access

Employee share scheme

Professional fees payment

Holiday Trading

Volunteering leave

Employee assistance programme

Qualifications

• Must be a sole UK national eligible for security clearance.
• Experience in direct customer interaction is essential.

Responsibilities

• Lead a team of Service Desk Analysts and Support Technicians.
• Manage network support operations and provide technical support.
• Conduct regular performance reviews and ensure team training.

Skills

Proven leadership experience in a technical service desk environment

Strong technical knowledge of Windows 7 & 10

Experience in incident management

Hands-on management of service desk teams

Education

Additional technical certifications

Tools

Active Directory

Exchange

Remote Desktop

Server Infrastructure

Job description

Overview

Service Desk Team Leader

Location: Bristol, GB, BS16 1EJ

Onsite or Hybrid: Hybrid

Role Type: Full time / Permanent

Role ID: SF68028

Lead the Future of Secure IT Support

At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Team Leader at our Babcock Technology Centre site, near Bristol, South Gloucestershire.

The role

As a Service Desk Team Leader, you’ll have a role that’s out of the ordinary. You’ll be at the heart of our IT operations, leading a dynamic team of Service Desk Analysts, Support Technicians, and System Administrators. Your leadership will ensure we deliver exceptional customer service and meet critical service level agreements across our secure networks. This is a role where your technical expertise and people skills will make a real difference, not just to our business, but to national security.

Day-to-day, you’ll be:

• Leading and motivating your team to meet performance targets and deliver outstanding customer service
• Managing red network support operations, including hands-on technical support when needed
• Reporting on team performance using daily, weekly, and monthly metrics
• Conducting regular performance reviews and ensuring team members receive the training they need to excel
• Supporting analysts during peak call volumes or when additional expertise is required

This role is full time, 37.5 hours per week and provides hybrid working arrangements with three days in the office/onsite and two days working from home.

Essential experience of the Service Desk Team Leader:

• Proven leadership experience in a technical service desk environment
• Hands-on management of service desk teams with high call volumes
• Strong technical knowledge of Windows 7 & 10, Active Directory, Exchange, Remote Desktop, and Server Infrastructure
• Experience in incident management and direct customer interaction

Qualifications for the Service Desk Team Leader:

• Additional technical certifications are advantageous

Security Clearance

The successful candidate must be a sole UK national who is able to achieve and maintain Standard (BPSS) / Security Check (SC) / Developed Vetting (DV) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)

What we offer

• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. There is an annual Window to request this benefit.
• ‘Be Kind Day’ enables employees to take one working day’s paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing.

Babcock International

For over a century Babcock has helped to defend nations, protect communities and build a better world. To continue, we must adapt, advance and be a sustainable business with a shared goal.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email [e-mail] with the subject header ‘Reasonable adjustments requirement’. We’re committed to building an inclusive culture where everyone’s free to thrive. We are happy to talk about flexible working – please ask about alternative patterns of work at interview.

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