Team Leader

Serco Limited; Metropolitan Borough of Solihull; On-site; GBP 38,000 - 43,000; Full time

Job summary

A leading service provider in Solihull is seeking an experienced Team Leader to manage a multi-client Service Desk. The ideal candidate will have over 2 years of experience in Service Desk management, demonstrate strong communication skills, and have ITIL certification. This role involves leading a dedicated team to ensure exceptional service delivery and to support continual service improvement. Competitive salary of £38,000 - £43,000 is offered.

Benefits

Up to 6% contributory pension scheme

Free onsite parking

Serco discounts on various services

Employee Assistance Programme

Career development training

Qualifications

• 2+ years of Service Desk staff management experience.
• Ability to manage in high-pressure environments.
• Knowledge of ISO 9001/20000 standards.

Responsibilities

• Lead and develop the Centre of Excellence team.
• Drive performance management through regular team meetings.
• Manage escalations and high-severity incidents.

Skills

Service Desk management

Strong communication skills

Performance management

Stakeholder management

Education

ITIL V3 Foundation (or higher)

Job description

Overview

Serco Limited
Team Leader Solihull Office Full Time, Permanent
Salary: £38,000 - £43,000 dependent on experience

We are seeking an experienced and motivated Team Leader to join our multi-client, omni-channel Service Desk. Reporting to the Head of Service Desk, you will play a pivotal role in driving service excellence, leading a dedicated team, and ensuring customer satisfaction through timely resolution of incidents and exceptional service delivery. This is an exciting opportunity for a leader who thrives in a fast-paced environment, with a passion for coaching, developing teams, and building strong stakeholder relationships.

Responsibilities

• Lead, develop, and inspire the Centre of Excellence team, fostering a stimulating and supportive working environment.
• Identify training needs, support career development, and ensure staff are equipped with the skills and knowledge to succeed.
• Drive performance management through regular team meetings, 1:1s, and performance reviews.
• Deliver service excellence by leading by example and embedding best practice in customer experience.
• Build and maintain strong relationships with business stakeholders, incorporating their needs into team performance targets.
• Oversee staff scheduling, resource planning, and adherence to policies to ensure consistent coverage across core operating hours.
• Manage escalations, high-severity incidents, and technical complaints.
• Support continual service improvement by monitoring quality, reviewing processes, and contributing to incident, problem, and change management activities.
• Represent the Service Desk in management meetings, service readiness reviews, and key business events.
• Take responsibility for staff wellbeing, team engagement, and compliance with all mandatory training.

Qualifications

• 2+ years’ Service Desk staff management experience, ideally in a large commercial support environment.
• Strong communication skills (written and verbal).
• ITIL V3 Foundation (or higher) / equivalent awareness.
• Knowledge of ISO 9001/20000 standards.
• Experience of managing in high-pressure environments and handling major incidents.
• Awareness of Cyber Security best practices.
• Familiarity with SIAM methodology (advantageous).
• The role requires full SC Clearance or the ability to obtain and sustain it.

Why Serco

Serco’s purpose is to impact a better future. We bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East. In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors. Personal growth, achievement, and development won’t be hard to find. You’ll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer

• Up to 6% contributory pension scheme
• Free onsite parking
• Serco discounts including cinema, Merlin Entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships
• A range of benefits to support health and wellbeing, such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more
• A wealth of career development training to suit future aspirations, including role-specific training, leadership coaching, formal study and more
• A safe and supportive culture
• A company passionate about diversity and inclusion