IT Service Desk Team Leader

An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function.

This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door.

Key Responsibilities

• Lead and develop a team of ~10-15 Service Desk Analysts in a 24×7 environment
• Oversee day-to-day Service Desk operations (incidents & service requests)
• Ensure delivery against SLAs, KPIs, and customer satisfaction targets
• Act as escalation point for major incidents and operational issues
• Manage rota planning to maintain continuous support coverage
• Drive improvements such as first-time fix and shift-left initiatives
• Monitor and improve key metrics (SLA, FTF, ASA, CSAT)
• Maintain high standards in ticket quality, documentation, and knowledge management
• Collaborate with wider IT teams (2nd line, technical operations, service management)
• Support major incident processes and service improvement initiatives
• Promote ITIL best practice (Incident, Problem, Change, Request)

Experience Required

• Proven experience in a Service Desk Team Leader/Supervisor/Senior Analysts
• Strong experience managing or mentoring Service Desk teams
• Track record delivering against key Service Desk KPIs
• Experience within ITIL-based service environments
• Strong incident & escalation management experience, including major incidents
• Hands-on use of ITSM tools (eg ServiceNow or similar)
• Experience driving service improvements (shift-left, knowledge management, process optimisation)
• Experience supporting multi-site or enterprise environments

Key Attributes

• Customer-first mindset with strong awareness of business impact
• Confident leader able to motivate and develop teams
• Calm and decisive under pressure, especially during major incidents
• Strong communication skills across technical and non-technical audiences
• Collaborative, proactive, and solution-oriented approach
• Focus on continuous improvement and service excellence
• High attention to detail and accountability for outcomes
• Resilient and adaptable in fast-paced, always-on environments