Service Desk Team Leader

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

As a Service Desk Team Leader, you will take day-to-day ownership of an ITIL-aligned ITSM service desk. This includes supporting customer accounts, leading a team of service analysts, owning the customer relationship and ensuring a consistently high standard of service delivery.

You will join Alscient's Managed Services team, supporting customers across a range of sectors. This is a hands-on leadership role, where you will be actively involved in service reviews and customer conversations while remaining closely engaged in your team's day-to-day work.

Why Alscient

We are experts in digital transformation and are proud to be Summit level Salesforce Partners and Advanced tier AWS Partners with over 15 years of proven experience developing solutions, supporting services and driving customer success.

Our certified consultants and developers build futureproof, innovative cloud solutions and provide managed services in sectors like health, transport, telecoms, social housing and others.

We provide great opportunities for people to develop and grow their career, alongside a fulfilling and enjoyable environment that supports that growth, while working with the best people and teams around.

Key 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.

Essential Skills & Experience include:

• 3-5 years' experience leading or supervising a service desk team within an ITIL-aligned ITSM environment, with the ability to make an immediate impact in the role.
• 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.

Desired skills & Experience include:

• Experience within a managed services or IT consultancy environment.
• Exposure to Salesforce and/or AWS-supported environments.
• Experience supporting multiple customer accounts concurrently.

What is in it for you?

From your first day we will provide you with everything you need to succeed, we just need you to play your part. There will be lots to learn, but we will be there to support, guide and help at every stage.

In return we will guarantee a welcoming, inclusive, and supportive culture working on exciting and progressive projects alongside one of the best packages in the industry including market leading salary, healthcare, pension, flexible working options and a personalised development plan to match your ability and ambition, ensuring your personal and professional growth is in line with our commercial development.

What do we need from you?

We expect you to hit the ground running. You will be a self-motivated, excellent communicator with extensive ITIL aligned service desk experience, keen to make a difference and progress to the next stage in your career.

Are you a good fit?

We have mostly covered it above so if you think you are a good fit and have a hunger to grow and develop your career with us, get in touch.

Benefits and Opportunities include:

• Excellent market leading salary.
• A benefit package including life assurance, pension and healthcare.
• A generous holiday allowance, including a day off on your birthday.
• A flexible working policy.
• An inclusive, supportive and welcoming culture.
• A personalised development plan, including supported professional certifications.