Service Desk Team Leader - Aftermarket

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

Job summary

A fast-paced customer-focused company in Witham is seeking a driven Service Desk Team Leader to manage service and sales desk operations. The ideal candidate will lead a team, enhance customer satisfaction, and streamline processes. Responsibilities include overseeing workload, monitoring performance metrics, and ensuring compliance with company standards. Competitive salary of up to £32K with benefits including 25 days annual leave and pension.

Benefits

25 days annual leave

Pension

Employee Assistance Program

Free Parking

Life Assurance

Qualifications

• Proven experience in a service desk or sales support environment.
• Strong leadership and team supervision skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and support service and sales desk teams.
• Oversee workload allocation and coordinate field engineers.
• Monitor SLAs, KPIs, and WIP to ensure operational targets.

Skills

Leadership

Communication

Problem solving

Organizational skills

Customer focus

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 [e-mail] or call Rob on 07398 204832
JOB REF: 4267RC Service Desk Team Leader