Technology Service Desk Team Leader

3 weeks ago

City of London Greater London, United Kingdom Emeria Full time

Job Role: IT Service Desk Team Leader Location: London
Job Sector: IT Operations
Hours: 35 hours per week Monday to Friday

We are seeking an experienced IT Service Desk Team Leader to oversee the day-to-day running of our IT Service Desk. This role involves building, leading, and developing the Service Desk team, ensuring excellent service delivery, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong understanding of ITIL practices, call centre operations, incident management, and the ability to manage both people and processes effectively.

Lead and manage the IT Service Desk team, ensuring consistent delivery of high-quality support across all incidents and requests.
Oversee daily operations including call handling, ticket management, and SLA adherence to deliver exceptional customer service.
Implement ITIL-aligned processes for incident, request, problem, and escalation management to improve efficiency and reduce recurring issues.
Monitor and analyse Service Desk performance metrics, reporting on KPIs and trends to senior IT management.
Drive team development by coaching, mentoring, and conducting regular performance reviews to build skills and capability.
Collaborate with other IT teams to ensure seamless handover of escalated issues and support continuous improvement initiatives.
Manage Service Desk resource planning, including rotas, workload distribution, and coverage for peak periods.
Lead continuous improvement projects to enhance the Service Desk’s efficiency, customer satisfaction, and alignment with business needs.

Proven experience leading or supervising an IT Service Desk or similar support team.
Strong knowledge and application of ITIL principles in a service delivery environment.
Background in IT support (hardware, software, Microsoft 365, Active Directory, Azure, Intune).

Proficiency in troubleshooting hardware, software, and network connectivity issues.
ServiceNow, ManageEngine, Jira).
Strong understanding of ITIL v4 processes and incident lifecycle management.
Familiarity with managing support of Microsoft 365, Active Directory, Azure, and Intune administration.
Familiarity with managing support for hardware (laptops, mobiles, tablets, peripherals) and SaaS applications.
Ability to write and maintain clear support documentation and knowledge base content.

ITIL Foundation certification (essential).
Relevant leadership or management training/certification (desirable).
Microsoft certifications (e.g., Degree or equivalent experience in IT, Computer Science, or related discipline (desirable). Background or experience in IT support.

We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We’re committed to promoting diversity at Emeria and recruit on merit. If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.

  • IT Service Desk Team Leader

    3 weeks ago

    City of London, Greater London, United Kingdom Emeria Full time

    Job Role: IT Service Desk Team Leader Location: London Job Sector: IT Operations Hours: 35 hours per week Monday to Friday The Role We are seeking an experienced IT Service Desk Team Leader to oversee the day-to-day running of our IT Service Desk. This role involves building, leading, and developing the Service Desk team, ensuring excellent service delivery,...

  • Service Desk Team Leader

    13 hours ago

    City Of London, United Kingdom Wanstor Limited Full time

    Service Desk Team Leader Department: Service Management Employment Type: Permanent - Full Time Location: Hybrid Compensation: £40,000 - £45,000 / year Description 👋 Hello. Welcome to Wanstor! At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200...

  • Service Desk Team Leader

    3 days ago

    City Of London, United Kingdom Acora - IT, Cyber & AI Full time

    Join to apply for the Service Desk Team Leader role at Acora - IT, Cyber & AIJob Title: Service Desk Team LeadContract Type: Permanent Full-TimeSalary: Negotiable DOEBenefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance ProgrammeOffice Location / Working Policy: Onsite - London (5 days a...

  • Service Desk Team Leader

    3 days ago

    London, United Kingdom NHS Resolution Full time

    This **Service Desk Team Leader **role will be a great opportunity to get involved in a very busy program of works set out by our DDaT directorate. Led by the organisations Chief Information Officer, the Digital, Data and Technology Directorate, (DDaT) is an exciting high performing function with a challenging programme of work and a department structure...

  • IT Service Desk Team Leader

    1 week ago

    London, United Kingdom Tech Pursuit Full time

    **IT Service Desk Team Leader - Permanent - Hybrid - £45,0000** We have an exciting opportunity for a Service Desk Team Leader to join a global organisation. Leading a team of circa 6 Service Desk Analyst’s, you will be responsible for managing the teams workflow as well supporting with tickets. This will be a hybrid role however for the first few...

  • IT Service Desk Team Leader

    2 weeks ago

    London, United Kingdom Tech Pursuit Full time

    **IT Service Desk Team Leader - Permanent - Hybrid - £45,0000** We have an exciting opportunity for a Service Desk Team Leader to join a global organisation. Leading a team of circa 6 Service Desk Analyst’s, you will be responsible for managing the teams workflow as well supporting with tickets. This will be a hybrid role however for the first few...

  • Service Desk Team Leader

    17 hours ago

    London, United Kingdom Air IT Full time

    **Service Desk Team Leader** **London** **Permanent, full time.** We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us. We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon....

  • Service Desk Manager

    3 weeks ago

    london (city of london), United Kingdom World Wide Technology Full time

    World Wide Technology (WWT), a global technology integrator and IT solutions provider. World Wide Technology, established in 1990 in St. Louis, Missouri, collaborates with OEMs like Cisco and Dell EMC to offer infrastructure security and custom app development services to Fortune 500 companies in various sectors. With over 10,000 employees globally, we...

  • Service Desk Team Leader

    7 days ago

    London, United Kingdom Age UK Full time

    LOCATION **Hybrid/London** CONTRACT TYPE **Permanent** APPLY BY **10-Feb-2025** SALARY RANGE **£40,214.00 - £44,447.00** JOB CATEGORY **IT & Technology** WORKING PATTERN **5 days per week** WEEKLY HOURS **35 hours** Age UK's Digital & Technology division is recruiting for a **Service Desk Team Leader** to join our customer-centric team. This...

  • Service Desk Team Leader

    17 hours ago

    London, Greater London, United Kingdom Wanstor Full time £40,000 - £45,000

    Service Desk Team Leader Department: Service ManagementEmployment Type: Permanent - Full TimeLocation: HybridCompensation: £40,000 - £45,000 / yearDescription Hello. Welcome to Wanstor At Wanstor, we've been delivering award-winning IT solutions for over 22 years, and we're proud to keep growing year after year. Today, our team is over 200 strong, filled...