Service Desk Team Leader

Gamma; Leeds; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual leave 25 days

Private medical insurance

Matched pension

Parental leave

Life assurance

Share save plan

EV & Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Service Desk Team Leader to manage on-site and remote technicians delivering reliable service for a strategic enterprise customer. You will drive incident, change, and service request handling with a focus on SLA achievement and customer satisfaction.

The ideal candidate brings ITIL knowledge, people leadership across locations, and experience with ServiceNow. You will coordinate with delivery teams and report to IT Operations while promoting continuous service improvements.

Qualifications

• Experience leading teams in an ITIL-aligned service desk environment.
• Ability to manage incidents and service requests with SLA focus.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead a team of on-site and remote Service Desk Technicians to deliver high-quality service.
• Manage incidents and service requests in ServiceNow with SLA compliance and clear communication.
• Coordinate major incidents with technical teams and third-party suppliers.
• Oversee change management activities and ensure approved changes are implemented.
• Represent Gamma in service reviews and governance forums.
• Produce and present service performance reports and improvement actions.
• Build relationships with customer IT stakeholders and internal delivery teams.

Skills

Team leadership

ITIL service desk

ServiceNow

Incident management

Change management

Stakeholder management

Networking WAN/LAN

24x7 support

Service performance reporting

Communication skills

Tools

ServiceNow

ITSM

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.