Service Desk Team Leader

Wanstor; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

24 days of annual leave, increasing to 28

Continuous learning opportunities

5 paid days for personal development

2 paid volunteer days per year

Social events throughout the year

Job summary

A leading IT service provider in the UK is seeking a Service Desk Team Leader to ensure customer needs are met and drive exceptional service. The role involves managing the Service Desk function, handling escalations, and leading a team of support technicians. Ideal candidates must have a strong IT support background, knowledge of ITIL, and excellent interpersonal skills. This full-time position in London offers opportunities for professional development and a supportive team environment.

Qualifications

• Strong background in IT support, ideally at a 2nd line level in a customer-focused environment.
• Solid understanding of ITIL principles and experience in incident, problem, and change management.
• Demonstrated ability to manage stakeholder relationships and complete projects confidently.
• Strong customer service orientation and proactive approach.
• Highly organised with ability to manage multiple priorities.

Responsibilities

• Manage day-to-day function of the Service Desk for specific customers.
• Ensure customer SLAs are met and provide exceptional service.
• Performance-manage support technicians and develop staff with training plans.
• Drive continuous improvement through various service management practices.
• Lead weekly Service Desk meetings and manage staff/new client updates.
• Performance-manage 1st and 2nd line technicians.
• Oversee staff training and development plans.
• Manage the Service Desk rota for shifts.
• Drive continual improvement of incidents, changes, problems and knowledge base.
• Own escalation of P1s/P2s.

Skills

IT support

ITIL principles

Stakeholder management

Customer service

Organizational skills

Team leadership

Creative problem solving

Communication

Tools

Ticketing systems

Job description

Service Desk Team Leader

Join to apply for the Service Desk Team Leader role at Wanstor. At Wanstor, we’ve been delivering award‑winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.

We’re looking for a Service Desk Team Leader to join our talented Service Management team. This role is crucial to ensuring customer requirements are met in terms of communication, prioritisation, escalating and resolving incidents and requests.

What You'll Do

• Provide day‑to‑day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service experience
• Ensure tickets are logged accurately and call queues are managed efficiently
• Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services; use the forum for other BAU activities
• Performance‑manage 1st and 2nd line support technicians, including staff appraisals, objective setting and 1:1 reviews
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and team leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident, Change, Problem and Knowledge‑base practices and Information Security
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

What You'll Need

• Strong background in IT support, with hands‑on experience at a 2nd line level, ideally in a fast‑paced or customer‑focused environment
• Solid understanding of ITIL principles, with practical experience across incident, problem and change management processes
• Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability
• Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support
• Highly organised, with the ability to juggle multiple priorities, work independently and maintain control in dynamic situations
• A team motivator – brings positivity and energy to those around them, helping to foster a high‑performance culture
• Creative and analytical thinker with a solutions‑focused mindset, always looking for better ways of doing things
• Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels
• Excellent verbal and written communication skills, with strong attention to tone, clarity and detail
• Calm, professional and composed under pressure – leads by example and instils confidence in others

What You'll Love

• 🌴 Generous Time Off: 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays
• 📚 Continuous Learning: regular lunch‑and‑learn sessions with internal and external speakers
• 🌟 Personal Development: 5 paid days annually to pursue new skills or knowledge
• 🤝 Volunteer Opportunities: 2 paid volunteer days each year
• 🎉 Team Spirit: friendly team and social events organised throughout the year

Employment type: Full‑time
Seniority level: Mid‑Senior level
Job function: Information Technology

Location: London, England, United Kingdom