Service Desk Team Leader

Advania-UK; Milton Keynes; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Advania UK in Milton Keynes is seeking a Service Desk Team Leader to guide a team of IT support engineers, ensuring timely responses and high service quality.

You will mentor staff, manage performance, and collaborate with internal stakeholders to optimise service delivery under a hybrid working model.

Qualifications

• Proven experience in a Team Leader or Service Delivery Manager role at an IT Managed Service Provider.
• Experience of managing teams of Technical Engineers.
• Track record of developing and implementing individual performance plans.
• Experience of hiring and interviewing potential employees.
• Experience of working as part of a wider service delivery function.
• Understanding of incident, problem, and change management at ITIL foundation level.
• Strong interpersonal skills to mentor and support a team.

Responsibilities

• Lead a team of IT support engineers and ensure timely responses to tickets.
• Mentor engineers and develop their skills and careers.
• Ensure high quality service delivery to customers and manage performance.
• Collaborate with other teams and stakeholders to improve operations.
• Maintain effective service desk processes, queues, and escalation paths.
• Establish routines, meetings, and performance reviews to drive accountability.

Skills

Team Leadership

Stakeholder Management

Coaching & Mentoring

Performance Management

Interviewing

Education

ITIL Foundation

Job description

Service Desk Team Leader

Position Overview

We are looking for a Service Desk Team Leader to join our team in Milton Keynes.

This role would suit a Team Leader or Service Delivery Manager with experience of working in an IT managed services organisation.

Salary & Benefits

The budgeted salary for this role is between £40,000 and £50,000 a year, depending on experience.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

In this role, you will manage and lead a team of IT support engineers, ensuring support tickets are responded to within agreed timeframes, engineers are mentored and developed, and that our customers receive the high quality of service that we strive to deliver.

What Success Looks Like

• Building effective relationships with team members, customers, and key internal stakeholders to establish credibility and understanding of the service operation

• Establishing and maintaining regular routines, including team meetings, 1:1s, performance reviews, coaching, and recognition activities

• Gaining a thorough understanding of service desk performance metrics, including SLA achievement, customer satisfaction, ticket backlog, ticket ageing, and call handling performance

• Identifying and addressing service delivery risks, customer concerns, and operational inefficiencies through structured improvement plans and proactive management

• Improving operational control by implementing effective management of ticket queues, backlog, workload balancing, escalations, and service desk processes

• Promoting a culture of accountability, collaboration, customer focus, and continuous improvement across the team

• Establishing effective communication and collaboration with other teams to support seamless service delivery and customer outcomes

Qualifications & Experience

• Proven experience in a Team Leader or Service Delivery Manager role at an IT Managed Service Provider

• Experience of managing teams of Technical Engineers

• A track record of developing and implementing individual performance plans

• Experience with hiring and interviewing potential employees

• Experience of working as part of a wider service delivery function

• Demonstrable understanding of incident, problem, and change management at ITIL foundation level

• Strong interpersonal skills for working with a range of individuals and providing team mentorship and support

About Us:

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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