Service Desk Team Leader - Aftermarket

Glen Callum Associates Ltd; Braintree; On-site; GBP 27,000 - 32,000; Full time

Job summary

A leading company is seeking an experienced Service Desk Team Leader to manage and enhance their service and sales desk operations. The ideal candidate will lead a customer-focused team, oversee performance metrics, and ensure compliance with company standards. This role offers a competitive salary with generous benefits, including 25 days of annual leave and free parking.

Benefits

Pension

25 days Annual Leave plus BH

Employee Assistance Program

Free Parking

Life Assurance

Mon to Fri NO Weekends

Qualifications

• Proven experience in a service desk, sales support, or technical operations environment.
• Strong leadership and team supervision skills.
• Customer-focused with a solution-driven mindset.

Responsibilities

• Lead and support service and sales desk teams.
• Oversee workload allocation and coordinate field engineers.
• Analyse performance metrics and identify improvements.

Skills

Leadership

Communication

Problem Solving

Customer Focus

Tools

ERP systems

Microsoft Office

Job description

Service Desk Team Leader - Aftermarket

We're looking for a driven and experienced Service Desk Team Leader to play a key role in leading our Service and Sales Desk operations within a customer-focused environment.As a Service Desk Team Leader, you'll be at the heart of our support function—managing workloads, planning and scheduling work for service engineers, streamlining processes, and delivering outstanding service.

This is a position, perfect for a motivated person ready to take ownership of performance, coach a growing team, and ensure seamless communication between field engineers, the workshop, and customers.

If you're an experienced Service Desk Team Leader who thrives in a leadership role and is passionate about customer satisfaction, continuous improvement, and driving results—this is the opportunity for you.

Location - Witham, Chelmsford, Braintree, Colchester

Salary - Up to £32K - Pension - 25 days Annual Leave (plus BH 32 days total) - Employee Assistance Program - Free Parking - Life Assurance - Mon to Fri NO Weekends

Key Responsibilities:

• Lead and support service and sales desk teams, promoting a high-performance, customer-first culture
• Oversee workload allocation and coordinate field engineers to minimise delays and improve response times
• Monitor SLAs, KPIs, and WIP to ensure operational targets are met
• Manage job cards, warranty claims, and customer disputes in line with company policies
• Communicate effectively with workshop, field teams, and branch management
• Deliver training, appraisals, and development plans for desk operatives
• Analyse performance metrics and identify improvements across service and sales desks
• Maintain full compliance with health, safety, and company standards

About You:

• Proven experience in a service desk, sales support, or technical operations environment
• Strong leadership and team supervision skills
• Excellent communication, organisation, and problem-solving abilities
• Confident using ERP systems and Microsoft Office
• Customer-focused, with a proactive and solution-driven mindset

Apply Now:

To apply send your CV to Robert Cox Senior Recruitment Consultant at Glen Callum Associates Ltd on or call Rob on 07398 204832

JOB REF: 4267RCA Service Desk Team Leader