Service Desk Team Leader - Aftermarket

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

Job summary

A leading company in the customer service sector is seeking a driven Service Desk Team Leader to enhance their operations. This role involves managing a high-performance team, ensuring operational efficiency, and championing service excellence. With responsibilities ranging from workload management to staff development, the ideal candidate will exhibit strong leadership and a customer-focused approach. Competitive salary and benefits, including a pension and generous leave policy, are offered.

Benefits

Pension

25 days Annual Leave plus BH (32 days total)

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 skills and team supervision experience.
• Excellent communication and organisation abilities.

Responsibilities

• Lead and support service and sales desk teams, promoting a customer-first culture.
• Oversee workload allocation and coordinate field engineers.
• Monitor SLAs and KPIs to ensure operational targets are met.

Skills

Leadership

Communication

Problem-solving

Customer-focused

Organisational skills

Tools

ERP systems

Microsoft Office

Job description

Service Desk Team Leader - Aftermarket

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

This is a dynamic and high-impact 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.

As a Service Desk Team Leader, you'll implement best practices, improve response times, and champion service excellence from the front line.You'll be the go-to person for operational efficiency, dispute resolution, and team development—helping us raise the bar across our service and sales functions.

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: 4267RC Service Desk Team Leader