Service Desk Team Leader

Action for Children; Watford; Hybrid; GBP 37,000; Full time

Job summary

A charitable organization in Watford is seeking a Service Desk Team Leader to manage their dedicated IT Support team. The ideal candidate will oversee a small team, ensuring quality technical support, while also looking for opportunities to enhance services. Key requirements include team management experience and technical qualifications like MCSE or ITIL. This hybrid role offers competitive salary and benefits, aiming to protect and support children.

Benefits

29 days annual leave

Professional qualifications and training opportunities

Flexible maternity, adoption, and paternity packages

Pension with up to 7% employer contribution

Staff discount portal and Blue Light Card eligibility

Qualifications

• Experience of managing and leading teams.
• Experience working in service support environment.
• Substantial experience of support and development in Microsoft.

Responsibilities

• Line manage the staff of the IT Service Desk team.
• Manage the workflow and effective deployment of staff.
• Provide professional advisory and guidance technical service.

Skills

Team management

Technical support

Communication skills

Organizational skills

Attention to detail

Multitasking

Education

IS related diploma or HND

Advanced support qualification (MCSE, ITIL)

Tools

Service desk systems

Microsoft Environment

Job description

Service Desk Team Leader.

Salary: £36,600 per annum.

Location: Watford with Hybrid working.

Contract: Permanent, 35 hours per week.

Benefits:

• 29 days annual leave PLUS bank holidays, with up to 5additional days for continuous service andoption to buy or sell leave.

• Gain professional qualifications and excellent training/development opportunities.

• Flexible maternity, adoption, and paternity packages.

• Pension with up to 7% employer contribution with included life assurance cover.

• Staff discount portal and Blue Light Card eligibility with 15,000 national retailer's discounts.

Why Action for Children?

Working here is more than a job. Everyone in the Action for Children family is passionate about protecting and supporting children. It is the sense of purpose that drives us every single day. Because we know that, when we work together, we can makea huge difference to bring lasting improvements to vulnerable children's lives.

A bit about the role

We’re on the hunt for a Team Leader with a background in IT to manage our dedicated Service Desk team, ensuring excellent technical support is provided to staff in all business areas of the organisation. If you are someone that loves looking for ways to improve and streamline processes, have experience of managing hybrid teams and a gift for forging valuable professional connections, we think this role would be perfect for you so why not apply now!

Howyou'll help to create brighter futures

• Line manage the staff of the IT Service Desk team.

• Manage through flow of work and the effective deployment of staff to meet day to day operational demands and maintenance of services.

• Provide a professional advisory and guidance technical service through face-to-face, telephone and or email communication.

• Take responsibility for incident management and service requests.

• Develop and maintain professional business relationships with customers, partners and contractors.

• Plan, lead and co-ordinate the continual service improvement of the Team’s services to ensure levels of support meet customers’ changing business requirements.

• Accountable for establishing, monitoring, and maintaining procedures and accurate reporting.

Let'stalk about you

• IS related diploma, HND or related experience, advanced support qualification such as MCSE or ITIL Foundation qualification.

• Experience of managing and leading teams.

• Experience of working in service support environment and customers.

• Substantial experience of support and development in a Microsoft Environment.

• Excellent communication, organisational and customer service skills.

• Attention to detail and the ability to multitask.

• Familiar with the use of service desk systems.

• Familiar with standards associated with IT practise such as ITIL, ISO 9000, 27001.

Please see the Job Description for the full list of accountabilities and requirements.

Contact: David Simpson on 01923361732 or email us at [e-mail] quoting reference 12435.

Good toknow

ApplicationProcess

Please note we are unable to offer visa sponsorship for thisrole.

There are five sections to complete: Personal Details, CV,SupportingStatement &Information, Equality &Diversity,Submission&Declaration.

Diversity, equality, andinclusion

AtActionforChildren,we'rededicatedto building a diverse,inclusive, and authentic workplace.

Weactivelyencourageapplicationsfrom Black, Asian &MinorityEthnic, and disabled candidates as they areunder-representedwithinActionforChildren. We want to takedeliberateand purposefulactionto ensure equalopportunityto all groups in society and forActionforChildren.

Want toknow more about Action for Children?

Find us on Linkedin, Facebook or YouTube to get to know us better.

Closing Date: Wednesday 21st January 2026.

Interviews will be scheduled for weekcommencing 26th January 2026 by MS Teams.

Job Description

See below for further information about working with us:

Action for Children Employee Benefits

AfC Commitment Statement

Management Competency Framework