Team Leader

Serco Group Plc; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 80,000; Full time

Job summary

A government services provider in Solihull is seeking an experienced Team Leader for their Service Desk. The role involves leading a dedicated team to drive service excellence and customer satisfaction. Candidates should have at least 2 years of management experience in a Service Desk environment and strong communication skills. The position includes various benefits and a supportive company culture focused on diversity and wellbeing.

Benefits

Up to 6% contributory pension scheme

Free onsite parking

Discounts on cinema and online shopping

Discounts on mobile phone plans

Health and wellbeing benefits

Career development training

Supportive company culture

Focus on diversity and inclusion

Qualifications

• 2+ years' Service Desk staff management experience in a large support environment.
• Experience managing in high-pressure environments and handling major incidents.
• The role requires full SC Clearance or the ability to obtain it.

Responsibilities

• Lead, develop, and inspire the Centre of Excellence team.
• Drive performance management through team meetings and reviews.
• Oversee staff scheduling and resource planning.

Skills

Service Desk staff management

Strong communication skills

ITIL V3 Foundation or higher

Knowledge of ISO standards

Cyber Security best practices

Job description

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.

Key responsibilities include:

• 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.

Requirements:

• 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.

Serco is a Disability Confident employer and will offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job.

We offer a range of benefits, including:

• Up to 6% contributory pension scheme
• Free onsite parking
• Serco discounts on cinema, merlin entertainment, and online shopping
• Discounts on mobile phone plans and leisure centre memberships
• A range of benefits to support the health and wellbeing of you and your family
• A wealth of career development training to suit your future aspirations
• A safe and supportive culture
• A company passionate about diversity and inclusion