Service Desk Team Leader

Gamma Communications plc; United Kingdom; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

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

Job summary

Gamma Communications plc is seeking a Service Desk Team Leader to oversee a team of on-site and remote technicians, ensuring high-quality service delivery and adherence to SLAs. You will coordinate incident response, manage changes, and report on performance.

Ideal candidates will have ITIL-aligned experience, strong networking knowledge, and proven leadership across multiple locations. The role supports hybrid working in a dynamic telecoms environment.

Qualifications

• Experience leading a service desk team in a telecoms, managed services, or enterprise IT environment.
• ITIL-aligned service desk experience is preferred.
• Strong knowledge of WAN, LAN, SD-WAN, and WiFi networking.
• Experience handling 24x7 operational environments and major incidents.
• Ability to coach, develop and motivate technical teams across locations.
• Excellent stakeholder management and ability to present performance data.

Responsibilities

• Lead a team of Service Desk Technicians (on-site and remote) to deliver high-quality service and meet SLAs.
• Manage incidents and service requests via ServiceNow with clear communication and escalation as needed.
• Act as operational lead during major incidents, coordinating technical teams and third-party suppliers.
• Oversee change management, ensuring maintenance and changes are assessed, approved and implemented.
• Represent Gamma in customer service reviews, CAB meetings, and incident reviews.
• Produce and present service performance reports, including SLA achievement and trends.
• Collaborate with project and delivery teams to support service transitions and new introductions.

Skills

Team leadership

Incident management

Change management

Networking

Stakeholder management

Communication

ITSM practices

ServiceNow usage

Education

ITIL Foundation (advantageous)

Tools

ServiceNow

Job description

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

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.