Service Desk Team Leader – Aftermarket

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

Job summary

A recruitment consultancy in the UK is seeking an experienced Service Desk Team Leader to oversee service and sales desk operations. The ideal candidate will have a proven track record in leadership roles, excellent communication skills, and a focus on customer satisfaction. This role offers a competitive salary of up to £32K, along with attractive benefits including pension, annual leave, and no weekend work.

Benefits

Pension

25 days Annual Leave

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, 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.

Skills

Leadership

Communication

Problem-solving

Customer-focused

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 [e-mail] or call Rob on 07398 204832

JOB REF: 4267RCA Service Desk Team Leader