Service Desk Team Leader — Hybrid & Growth Focus

ENGINEERINGUK; Bridgend; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT service provider in the UK is seeking a Service Desk Team Manager to oversee a team of up to 25 analysts, delivering exceptional IT support to clients ranging from government agencies to large businesses. The role offers a hybrid working model, including 2 days in the Bridgend office and 3 days working from home. Applicants should possess Team Lead or Management experience in a service desk or call centre environment, complemented by strong leadership skills. This position provides a competitive salary and commitment to diversity.

Benefits

Competitive salary

Private healthcare

Excellent pension

Share scheme

Qualifications

• Team Lead/Management experience within a Service Desk/Call Centre environment.

Responsibilities

• Manage a multi-skilled team of up to 25 analysts responsible for identifying, triaging, and resolving customer faults and requests.
• Inspire and motivate team members; act as a strong, positive role model for behaviour.
• Foster a cohesive, creative and comfortable working environment.
• Set specific, measurable goals in line with key performance indicators.
• Monitor compliance and quality checks to achieve positive customer service.

Skills

Leadership

Job description

A leading IT service provider in the UK is seeking a Service Desk Team Manager to oversee a team of up to 25 analysts, delivering exceptional IT support to clients ranging from government agencies to large businesses. The role offers a hybrid working model, including 2 days in the Bridgend office and 3 days working from home. Applicants should possess Team Lead or Management experience in a service desk or call centre environment, complemented by strong leadership skills. This position provides a competitive salary and commitment to diversity.