Service Desk Team Leader — Lead on SLAs & Tech Support

Wanstor; Greater London; On-site; GBP 55,000 - 75,000; Full time

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.