IT Service Desk Team Leader

3 weeks ago

Bristol, United Kingdom Peaple Talent Full time

Job Title: Service Desk Team Leader Reports To: Head of IT Service Delivery
Service Desk Team (1st and 2nd Line Analysts)
The Service Desk Team Leader will lead a team of 1st and 2nd Line Service Desk Analysts to ensure outstanding IT support services for a subset of the company’s diverse customer base. This role focuses on maintaining high levels of service performance, productivity, and customer satisfaction.
The successful candidate will act as a mentor, coach, and leader, supporting team members’ development and progression. Strong technical knowledge at a 2nd Line support level is essential for effective guidance and skills transfer.

Team Leadership and Management
Conduct monthly 1-to-1 meetings and manage the annual performance reviews for all team members.
Identify and address knowledge or skills gaps through training, mentoring, and collaboration with the internal Trainer.
Monitor team performance to ensure adherence to operational processes and procedures.
Perform Quality Assurance activities, including ticket reviews and phone conversation audits.
Collaborate with other Service Desk Team Leaders to identify trends and implement service improvements.
Assist the Service Desk Manager in onboarding new clients, services, or processes.
Identify opportunities to enhance services and contribute to updates to the customer or global service catalogue.
Support problem management processes by identifying and analyzing recurring incidents.

Participate in hiring, onboarding, and training activities for new team members.
Promote a positive working environment aligned with company values and culture.
Develop and implement personal development plans to support team progression.

Compliance and Policy Adherence
Follow all relevant company policies and procedures, including those related to Quality and Information Security Management Systems (ISO compliant).
Maintain compliance with industry regulations, employment laws, Data Protection, and Health and Safety requirements.

Leadership: Minimum 1 year of experience leading a Service Desk team.
Technical Expertise: At least 3 years of experience as a Service Desk Analyst, including exposure to 1st and 2nd Line support.
Service Levels: Proven ability to manage and adhere to contractual SLAs.
Coaching and Development: ITSM Platforms: Familiarity with IT Service Management tools, preferably ServiceNow.
ITIL Knowledge: Understanding of ITIL processes and practices in a Service Desk environment.
Skills aligned to 2nd Line support level.

Experience within a Managed Service Provider environment.
ITIL Foundation Certification.
Experience developing training and personal development plans.
Experience in problem analysis using incident data.

Team-oriented leader with a passion for service excellence.
As part of an ISO-compliant organization, you will uphold the company’s values and ensure adherence to best practices in Quality and Information Security Management.
Join a supportive team that values growth, collaboration, and outstanding customer service.

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