Service Desk Team Leader - Aftermarket in Witham)

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

Job summary

A leading company seeks a dynamic Service Desk Team Leader to oversee service and sales desk operations. This role involves managing performance, improving processes, and ensuring excellent customer service in a fast-paced environment. Ideal for candidates with proven leadership skills and a strong focus on customer satisfaction.

Benefits

Pension

25 days Annual Leave (plus BH)

Employee Assistance Program

Free Parking

Life Assurance

Qualifications

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

Responsibilities

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

Skills

Leadership

Communication

Organisational Skills

Problem Solving

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:

JOB REF: 4267RC Service Desk Team Leader