Service Desk Team Leader – Aftermarket

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

Job summary

A leading recruitment agency is seeking a Service Desk Team Leader to oversee operations and ensure high-quality service within a fast-paced environment. The role encompasses managing teams, improving response times, and resolving disputes. Candidates should have strong leadership skills and proven experience in service desk or sales support roles. This full-time position offers a salary of up to £32K and additional benefits including annual leave and pension.

Benefits

25 days Annual Leave (plus BH)

Employee Assistance Program

Free Parking

Life Assurance

Qualifications

• 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.

Responsibilities

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

Skills

Leadership skills

Customer-focused mindset

Problem-solving abilities

Tools

ERP systems

Microsoft Office

Job description

Social network you want to login/join with:

Service Desk Team Leader – Aftermarket, Colchester

col-narrow-left

Client:

Location:

Colchester, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

5b1afe8fb35e

Job Views:

12

Posted:

12.08.2025

Expiry Date:

26.09.2025

col-wide

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