Service Desk Team Leader — Lead on SLAs & Tech Support
Wanstor
Greater London
On-site
GBP 55,000 - 75,000
Full time
14 days+
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Benefits offered by this job
24 days of annual leave, increasing to 28
Continuous learning opportunities
5 paid days for personal development
2 paid volunteer days per year
Social events throughout the year
Job summary
A leading IT service provider in the UK is seeking a Service Desk Team Leader to ensure customer needs are met and drive exceptional service. The role involves managing the Service Desk function, handling escalations, and leading a team of support technicians. Ideal candidates must have a strong IT support background, knowledge of ITIL, and excellent interpersonal skills. This full-time position in London offers opportunities for professional development and a supportive team environment.
Qualifications
Strong background in IT support, ideally at a 2nd line level in a customer-focused environment.
Solid understanding of ITIL principles and experience in incident, problem, and change management.
Demonstrated ability to manage stakeholder relationships and complete projects confidently.
Responsibilities
Manage day-to-day function of the Service Desk for specific customers.
Ensure customer SLAs are met and provide exceptional service.
Performance-manage support technicians and develop staff with training plans.
Drive continuous improvement through various service management practices.
Skills
IT support
ITIL principles
Stakeholder management
Customer service
Organizational skills
Team leadership
Creative problem solving
Communication
Job description
A leading IT service provider in the UK is seeking a Service Desk Team Leader to ensure customer needs are met and drive exceptional service. The role involves managing the Service Desk function, handling escalations, and leading a team of support technicians. Ideal candidates must have a strong IT support background, knowledge of ITIL, and excellent interpersonal skills. This full-time position in London offers opportunities for professional development and a supportive team environment.